SAN FRANCISCO, June 7, 2018 /PRNewswire/ -- Salesforce
(NYSE: CRM), the global leader in CRM, and Guidewire Software, Inc.
(NYSE: GWRE), a provider of software products for property and
casualty (P&C) insurers, today announced that Amica Mutual
Insurance Company is deploying Salesforce and Guidewire apps to
take customer experience to the next level.
Amica has won 46 J.D. Power awards for customer satisfaction.
The company is so committed to its mission of building enduring
relationships with policyholders that even with disconnected legacy
technologies, it has achieved strong retention rates. However,
customer expectations are rising every day, driven by the
convenience of mobile and social technologies. Amica knows
that to continue delivering award-winning service, it needs a
unified customer relationship management (CRM) platform.
With Salesforce and Guidewire, Amica's representatives, who
handle both sales- and service-related questions, will have a
single view for every customer interaction, eliminating the need to
toggle between systems to piece together information. With the
right data at their fingertips, they'll be able to deliver
personalized experiences and assist new and existing policyholders
quickly and seamlessly—whether the customer needs a quote,
information about a current policy or help paying a bill.
"We've won many awards and our customers stay with us for a long
time, but we've been doing it without CRM technology," said
Peter Moreau, CIO, Amica. "Today,
when our customers contact us they expect us to know them.
Salesforce and Guidewire will enable that, accelerating our ability
to use our data and take action on it, improving first-call
resolution and overall customer satisfaction."
Amica is deploying Salesforce Financial Services Cloud and two
apps developed by Guidewire through its partnership with
Salesforce—Guidewire ProducerEngage and Guidewire ServiceRepEngage.
The Guidewire apps will help Amica manage insurance operations
including policies and billing. That data will then flow through
Financial Services Cloud, creating a 360-degree view of
policyholders and data with actionable insights for
representatives. With Financial Services Cloud, Amica
representatives will also have sales and service tools that support
richer, more personalized customer engagement.
"Insurers aren't just competing with one another anymore based
on their product offerings—they're competing on the quality of the
customer experience," said Rohit
Mahna, SVP and GM of Financial Services, Salesforce. "With
Salesforce and Guidewire, Amica is continuing to put its customers
first, deploying a unified CRM that will enable its representatives
to maximize their relationships with policyholders and provide
great experiences."
"We are excited that Amica has chosen to extend the excellent
customer service it provides by leveraging the power of Salesforce
and our Digital applications in this way," said Ayan Sarkar, Principal Business Owner, Digital,
Guidewire. "Amica recognizes that equipping its representatives
with a 360-degree customer view is the foundation critical to
providing the award-winning service it is known for."
Additional Information
- Today, June 7, at 9 a.m. PT, Salesforce, Guidewire and Amica will
be featured in an exclusive broadcast on revolutionizing P&C
experiences. Learn more here: https://sforce.co/2JgKHBI
- To learn more about Guidewire's new apps for Salesforce
Financial Services Cloud, visit: https://bit.ly/2skSFAg
- To learn more about how Amica is raising the bar for customer
satisfaction with Salesforce and Guidewire, visit:
http://bit.ly/AmicaCustomerStory
About Amica Insurance
Amica Mutual Insurance Co., the
nation's oldest mutual insurer of automobiles, was founded in 1907.
The company, based in Lincoln, Rhode
Island, is a national writer of auto, home, marine and
umbrella insurance. Life coverage is available through Amica Life
Insurance Company, a wholly owned subsidiary. Amica employs more
than 3,800 people in 44 offices across the country. For more
information, visit Amica.com.
About Salesforce
Salesforce, the global CRM leader,
empowers companies to connect with their customers in a whole new
way. For more information about Salesforce (NYSE: CRM), visit:
http://www.salesforce.com.
About Guidewire Software
Guidewire delivers the
software that Property and Casualty (P&C) insurers need to
adapt and succeed in a time of rapid industry change. We combine
three elements – core processing, data and analytics, and digital
engagement – into a technology platform that enhances insurers'
ability to engage and empower their customers and employees. More
than 300 P&C insurers around the world have selected Guidewire.
For more information, please visit www.guidewire.com. Follow us on
Twitter: @Guidewire_PandC.
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SOURCE Salesforce