Electric Insurance Co., a property and casualty insurer, picked a customer relationship management service yesterday that makes proactive outbound calls to head off inbound calls and reduce costs.
The service, called EnvoyXpress — designed by Envoy WorldWide of Billerica, MA — makes personalized outbound contact calls to existing customers. Electric Insurance can send automated welcome messages to new customers, renewal and payment reminders and transaction confirmations.
By using the CRM service, Electric Insurance hopes to save time spent by call center agents handling inquiries from customers. The company hopes to decrease the volume of inbound, non-revenue-producing calls and in turn save money on call center expenses.
Electric Insurance, Beverly, MA, is a direct-to-customer writer of private passenger automobile and homeowner's insurance with more than 125,000 policyholders. The company has been a benefits provider for General Electric for 25 years.