Digital Transformation Puts Customers at the Heart of the Process

Workers’ compensation is a challenging line of insurance for many small California businesses. Additionally, State Compensation Insurance Fund had a complex process to offer quotes and bind workers’ compensation insurance policies.

To address the complex quote and bind process, State Fund designed a digital application, offering small business owners a simpler, no touch quote and bind experience. The initial application was slimmed down to 25 questions—from 88—and serviced by a dedicated insurance underwriting team. The updated process reduced quote times from three days to minutes and increased sales volumes. But, State Fund felt that the user experience still wasn't optimal.

Request the case study to learn how Glia's Digital Customer Service platform helped State Fund:

  • Increase online conversion by 2x compared to phone-only interactions
  • Achieve a 4.8/5 CSAT for digital engagements
  • Reduce online application abandonment to 2% from reduced customer effort
  • Instill client confidence that knowledgable underwriters were available to assist via chat, CoBrowsing, and OnScreen Voice

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