Home Resources Case study Keeping PHLY on top of the insurance food chain

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 

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