CallFire Releases Insurance Sandy Emergency Response Case Study
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
But, as is typically the case with something like Sandy that causes a huge and sudden spike in call volumes, patience was requested. "Keep in mind that due to high call volume in the wake of a disaster, it may take some time to get through on some numbers - so please be patient,"
About CallFire: CallFire (callfire.com) simplifies telephony, making sophisticated, expensive carrier class telecom capabilities available through an affordable, easy-to-use GUI and API platform. Any business, from start-up to enterprise, can reach its customers on any device, using text messaging or voice, with CallFire’s massively scalable, cloud telecom platform and SMS gateway. CallFire products include Voice APIs, Business Text Messaging, Voice Broadcast, Toll Free Numbers, Local Phone Numbers, Power Dialing for agents and more. Call analytics enable CallFire’s 50,000 users to reach customers more often using virtual receptionist software, call tracking, dialers, and mobile messaging.
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