Philadelphia Insurance Companies enhances CX with Forsta-powered surveys, dashboards, and action management
Tools used
- Forsta Plus
- Forsta Action Management
- Forsta Text Analytics
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 for customer feedback. But like many insurers, they needed more than metrics. Feedback was flowing in, but connecting it across departments, surfacing deeper insight, and acting on it in real time? That’s where things got stuck.
PHLY needed smarter tools to turn survey responses into real change—faster, with less manual effort, and more meaning behind every metric.
“We’re no longer just collecting data. We’re connecting insights to action—and our customers notice.”
Erica Williams
Customer Experience Manager
Philadelphia Insurance Companies
Our solution
Real-time alerts, smarter dashboards, and insight that scales
To level up, PHLY doubled down on Forsta’s HX Platform.
They introduced role-specific dashboards that made insight accessible for every team—and immediately actionable. They implemented Forsta’s Action Management to trigger follow-up on low NPS scores, ensuring detractors were contacted personally and quickly.
Forsta Text Analytics added even more power, helping PHLY surface key themes and sentiment shifts from thousands of open-ended comments.
The result? A complete CX system that doesn’t just listen—but responds.
The results?
- Enterprise-wide dashboards that highlight what matters, for who it matters to
- Faster customer resolution with automated case alerts
- A major billing process redesigned entirely through survey feedback
- More efficient collaboration across departments
- Stronger trust and satisfaction from customers
Read the full case study to find out more.
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