With 25 percent of cell phone towers down and power out across the
"Being able to reach out to 450,000 customers so quickly was very valuable," says
The proactive outreach was even more important given that most customers were without power for many days after the storm. "When you don't have power, and therefore no TV or Internet, this was a pretty powerful resource," Jovic says.
"Our biggest problem was connectivity," Jovic says. "A lot of our customers have personal relationships with their agents, and when they are hit with a catastrophe like this, the first thing they want to do is contact their agent. A lot of our agents were down without power too, so using a tool like CallFire to reach them and help them get to a place where they could start the claims process was key."
The CallFire system pulled in customer contact information from
"CRM systems were so important to help pull out the customer information quickly," says
"Cloud telephony has transformed the ability to provide communications assistance on a massive scale," says
Insurers also increased staff at most offices to handle the high volume of claims that were expected to come in via phone, Internet, and mobile apps. For customers who couldn't get through on those channels, most companies were also accessible via social media.
To further help customers with insurance questions after the storm, the