CURE, an insurance business launched into the Michigan auto market after significant reform and picked up significant momentum with customer demand. At initiation, they just needed assistance with scaling rapidly to handle the demand for non-licensed customer service transactions over the phone. Since then, they have expanded into other lines of business including claims and licensed positions domestically. With FTO’s partnership, they were able to launch their McAllen-Texas agency operation.
They were facing the challenge of scaling rapidly to handle the business's growing demand for special project staffing at a feasible cost. They needed a partner that could help to pivot quickly to adapt to the changing business needs. That's when they turned to FTO, who has the agility and expertise to help scale up their operations while maintaining cost-effectiveness. With the support, they were able to handle special project staffing needs seamlessly, allowing them to focus on other areas of the business.
They initially chose through running a pilot in non-licensed customer service lines and based on FTO’s ability to scale, customize to meet their business needs, and deliver on costs and reliability they decided to continue expanding and integrate FTO as the key outsourcer within the operation.
They have seen expense and cost savings versus that same staff with other providers or in-house. In addition, the ability to scale to match its 90% year-over-year premium growth rate wouldn’t have been possible without FTO’s staffing agility. They have regularly seen that once KPIs are set, leadership staff does an impressive job with performance coaching and narrowing the gap to deliver on these KPIs.
“ FTO's dedicated efforts to connect with our policyholders and reconcile any potential issues or reminders before the renewal timeframe has made a meaningful difference in our ability to retain customers."
CURE, an insurance business launched into the Michigan auto market after significant reform and picked up significant momentum with customer demand.
Top staff, dedicated to your success
Our people become your people. FTO's award-winning call centers help teams get more done in these areas:
By phone, email, chat or text — our agents resolve 98% of customer calls on first contact.
Billing, payments, bookkeeping, data entry, transcription and insurance claim processing with the industry’s lowest error rate (<0.6% on average).
Lead generation, appointment setting, and related data entry can help your sales team connect with qualified leads.
Technical support for customers or employees, with an option to refer complex issues to a US-based call center.
Claims processing and management, including filling missing information, data validation, and justification