Technology Category
- Cybersecurity & Privacy - Security Compliance
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Education
- Finance & Insurance
Applicable Functions
- Quality Assurance
- Sales & Marketing
Use Cases
- Usage-Based Insurance
- Virtual Training
Services
- Testing & Certification
- Training
About The Customer
The Company is a leading direct-to-consumer homeowners insurance technology company that delivers fully digital homeowners insurance with an elegant user experience, accurate pricing, and fast, high-quality claims service. As a fast-growing organization, they were seeking ways to improve their onboarding programs and sales training to drive higher conversions on calls. Compliance is a top priority for the Company, and recording customer calls is mandatory in the insurance industry. They recognized the opportunity to simultaneously meet compliance requirements and improve sales training and onboarding with Observe.AI.
The Challenge
The Company, a leading direct-to-consumer homeowners insurance technology company, was facing challenges in training their insurance agents and ensuring compliance. They were seeking a platform that would provide a data-driven approach to training, improve the efficiency of their process, and deliver quota attainment improvements for sales. The existing training process was manual and inefficient, relying on subjective self-evaluations by insurance agents. The feedback process lacked contextual evidence and a history of past performance. The company was also struggling with manual, stop-and-resume methods during quality auditing procedures to protect sensitive information, which posed significant challenges in a remote work environment.
The Solution
The Company adopted Observe.AI, a platform that met their needs for redacting sensitive information and providing targeted, contextual coaching to their insurance agents. The platform enabled the company to automatically identify top and bottom performers and prioritize coaching for those who needed it most. Observe.AI’s Team Dashboard allowed managers to monitor performance across all sales teams, filter sales rep performance based on evaluation forms, uncover performance trends, and adapt scripting or processes causing inefficiencies. The platform was also used to provide personalized coaching at scale, deliver specific feedback to each rep, and tie coaching sessions to action plans that foster accountability and commitment. Additionally, Observe.AI’s Selective Redaction Solution provided a holistic view of customer conversations while easily redacting sensitive details from calls and transcripts. The Company also used Observe.AI to support their six-week onboarding program for new reps.
Operational Impact
Quantitative Benefit
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