Keeping PHLY on top of the insurance food chain
Tools used
- Sophisticated survey design capabilities
- Tailored dashboards
- Action management
- Consulting services
How our software helped Philadelphia Insurance Companies (PHLY) set themselves apart from the competition.
The challenge
A brave new world for insurance
In 2010, the insurance landscape was changing. There were no guarantees when it came to market share, and new rivals were appearing everywhere. PHLY needed a new strategy for getting and keeping customers, something that set them apart from the competition and quickly dealt with customer frustrations.
“Our experience with Forsta has been terrific. It feels like a true partnership. It’s us working with a group of professionals who are collaborative and consultative and they’re the experts so they give advice and guidance which we really appreciate.”
Seth Hall
Senior Vice President of Customer Service
Our solution
Getting the right information to the right people
In 2011, PHLY asked us to create and run their Voice of the Customer program. With our help, PHLY’s surveys became more sophisticated, while manual reporting decreased. The right information went to the right people: clients got a 360° view of their insurance policy lifecycle, and managers could react quickly when customers gave low scores. And we gave managers insights that helped them with specific accounts, reducing silos.
The results
Putting customer experience at the company’s core
PHLY’s customer experience focus became core to its vision. The project’s overall success earned the attention of its parent and group companies within the Tokio Marine Group and even the General Insurance Institution of Japan.
And the record customer satisfaction numbers speak for themselves. With the ability to resolve customer grievances with greater speed than ever, overall customer satisfaction reached 95% by 2017.
43%
improvement in service speed
95%
record overall customer satisfaction score by 2017
94%
record retention rate by 2017
49.6 -67.9
increase in NPS from 2014-2017
More customer stories
Philadelphia Insurance Companies enhances CX with Forsta-powered surveys, dashboards, and action management
Philadelphia Insurance Companies enhances CX with Forsta-powered surveys, dashboards, and action management Tools used How we helped Philadelphia Insurance Companies turn insight into real-time action—and redesign their customer experience strategy from the inside out. The challenge Scaling a growing CX program—and making every customer voice count Philadelphia Insurance Companies (PHLY) had built a strong foundation […]
A custom fit: How Forsta Visualizations adapts to Ad Hoc’s offer
A custom fit: How Forsta Visualizations adapts to Ad Hoc’s offer Tools used From concept testing to measures of employee engagement, customer experience and brand DNA measurement, Ad Hoc Research is far more than a research agency. They are recognized for their tailored research solutions to meet the specific needs of global, national, and provincial […]
Getting the balance right for KS&R
Getting the balance right for KS&R Tools used How we helped market research firm KS&R balance keeping their tailor-made approach to research with saving their people time. The challenge Creating custom-made research despite market pressures KS&R needed more than a standard survey solution. Their research required rich customization, razor-sharp methodologies, and the flexibility to reflect real-world decision-making. Off-the-shelf […]
Learn more about our industry leading platform
FORSTA NEWSLETTER
Get industry insights that matter,
delivered direct to your inbox
We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.
