Farm Bureau Financial Services (FBFS) underwrites, markets, and distributes a broad range of financial services products to individuals and small businesses in 15 states. www.fbfs.com
Tracking the myriad lists, schedules, appointments, and follow-up activities for FBFS’s Account Contact Unit (ACU) call representatives had become a “spreadsheet nightmare”. In addition, management reporting and agent billing had become extraordinarily complex and time consuming for management. Simplification of the entire process was required in order to facilitate the rapid expansion of the ACU into multiple states and to scale the department from five to 50 outbound call representatives.
Salesforce was selected as the ideal solution for the Account Contact Unit at FBFS. Salesforce’s cloud computing technology eliminated the need for complex hardware, software, and networking infrastructure across multiple remote locations.
Doextra CRM Solutions was hired to customize Salesforce and provide CTI (Computer Telephony Integration) with SimpliCTI, one of Salesforce.com’s AppExchange business partners. Call scripts, call processes and scheduling activities were developed to improve caller productivity. Dashboards and reports were customized to quickly measure performance against weekly and monthly call metrics.
The system has reduced overhead associated with management reporting and agent billing from days to hours. In addition, productivity of ACU representatives has increased from an average of 35 calls per hour to 45 calls per hour. For every 100 cold calls, 6-7 new quote profiles are forwarded to agents enrolled in the ACU’s business development program.
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