SAN FRANCISCO, May 2, 2017 /PRNewswire/ -- Salesforce
(NYSE: CRM), the world's fastest-growing top-five enterprise
software company and the #1 CRM provider globally, today announced
that Farmers Insurance—one of the largest multiline insurer groups
in the United States—is expanding its use of the Salesforce
Intelligent Customer Success Platform to improve engagement between
its agents, employees and millions of customers across the
country.
Embracing technology for the delivery of new products and
services demanded by today's customers isn't new to Farmers. In
fact, the organization purchased one of the first available
mainframe computer systems in the 1950s. However, as its use of
technology evolved over the years, it wound up with multiple,
disparate systems across each line of business. Farmers desired a
single, cloud-based platform that could enable its agents to
deliver faster, more efficient and more responsive levels of
service—all while maintaining that "human touch."
Farmers' first initiative with Salesforce was to modernize its
service experiences across all of its customer service channels.
Using Salesforce, it created a community called "My Farmers," where
customers can login—from anywhere, at any time—to easily manage
their insurance policies, get quotes, pay bills and more. In
addition, Farmers utilized Salesforce to develop a streamlined
loss-reporting system called Enterprise First Notice of Loss
(EFNOL), which enables customers, as well as an agent, to initiate
a claim without having to call Farmers' 1-800 number. Instead,
customers or their agent can report a loss by uploading images
online or right from their mobile devices. By streamlining this
process and optimizing it for mobile, Farmers reduced the time it
takes to report a first notice of loss from approximately 12
minutes to three minutes on average.
"Our commitment to constantly look for ways to improve the
customer experience is at the root of our efforts in the area of
technology innovation," said Ron
Guerrier, chief information officer at Farmers Insurance.
"With Salesforce, we're looking to empower our agents with the
information and technology they need to help transform customer
experiences at each and every interaction—whether that's on the
phone, online or in-person."
Farmers is utilizing additional Salesforce products, expanding
with Salesforce Service Cloud Einstein, Community Cloud Einstein,
Marketing Cloud Einstein, Analytics Cloud Einstein and the
Salesforce Platform. Farmers is gearing up to bring its call
centers onto Salesforce to better equip its customer service reps
with a single view of every customer interaction. With critical
customer information at their fingertips—such as existing policies
or past claims—customer service reps can deliver faster, smarter
and more personalized service, on any channel and any device.
"We've had a tremendous journey with Farmers, from modernizing
its customer self-service channels, to now being chosen as a
dedicated solution for its customers, agents and employees," said
Keith Block, vice chairman,
president and COO, Salesforce. "We're committed to helping Farmers
transform its business and connect with its millions of customers
in new, more personalized ways."
About Farmers Insurance
"Farmers Insurance®" and
"Farmers®" are tradenames for a group of affiliated insurers
providing insurance for automobiles, homes and small businesses and
a wide range of other insurance and financial services and
products. Farmers Insurance is proud to serve more than 10 million
households with over 19 million individual policies, across all 50
states, through the efforts of more than 48,000 exclusive and
independent agents and approximately 21,000 employees. Farmers
Insurance Exchange®, the largest of the three primary insurance
insurers that make up Farmers Insurance, is recognized as one of
the largest U.S. companies on the 2016 Fortune 500 list. For more
information about Farmers Insurance, visit Farmers.com, Twitter and
Instagram, @WeAreFarmers, or Facebook.com/FarmersInsurance.
About Salesforce
Salesforce, the world's #1 CRM company and Intelligent Customer
Success Platform, empowers companies to connect with their
customers in a whole new way. For more information about Salesforce
(NYSE: CRM), visit: www.salesforce.com.
Any unreleased services or features referenced in this or other
press releases or public statements are not currently available and
may not be delivered on time or at all. Customers who purchase
Salesforce applications should make their purchase decisions based
upon features that are currently available. Salesforce has
headquarters in San Francisco,
with offices in Europe and
Asia, and trades on the New York
Stock Exchange under the ticker symbol "CRM." For more information
please visit http://www.salesforce.com, or call
1-800-NO-SOFTWARE.
This press release contains "forward-looking statements." All
statements other than historical facts included in this press
release, including, but not limited to, statements regarding the
timing and the closing of the transaction, the financing for the
transaction, the expected benefits of the transaction, prospective
performance and future business plans, and any assumptions
underlying any of the foregoing, are forward-looking statements.
These statements are based on current expectations of future
events. If underlying assumptions prove inaccurate or unknown, or
unknown risks or uncertainties materialize, actual results could
vary materially from the parties' expectations and projections.
These forward-looking statements reflect Salesforce's expectations
as of the date of this press release. Salesforce undertakes no
obligation to update the information provided herein.
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SOURCE Salesforce