2010
2010 Winner Profile
Farmers Insurance Group
- Project Description: Farmers Insurance's new feedback-management system tracks agent and customer interactions individually. Built on Confirmit's online-feedback platform, Farmers' Voice of the Customer program, which is run by three staffers, randomly pulls 600 call center tickets every day to gauge agent satisfaction with the support Farmers provides them. Dissatisfaction may trigger follow-up sessions with the agent or result in changes to training and procedures. When agents give call-center employees a high rating, the system notifies their supervisors, who can give them public recognition for their good work. The top performers receive additional commendations and special reward luncheons or dinners. Agent satisfaction increased from 84 percent in 2007 to 91 percent in 2009. Customized reports are provided to Farmers employees at all levels of the organization, and any worker can log in to see how agent-customer interactions are faring.
- Project type: Customer Relationship Management (CRM)
- Business Functions: Customer service/support
- Business Goal: Customer
- CIO: Markus Nordlin, SVP & CIO
- CEO: Robert Woudstra, CEO
- Headquarters: Los Angeles
- Industry: Insurance
- Revenue (2009): $2.7 billion
- Website: www.farmers.com
