CUSTOMER STORIES
Auto insurance company reduces overstaffing by 20%
An auto insurance company with more than 3 million customers needed to improve customer experience while reducing operational costs.
THE RESULTS
20%
reduction in support
overstaffing
10%
average wait time
reduction
30, 60, 90
day predictions
generated
The challenge
Sprawling customer base and several product lines
A large North American auto insurance company with more than 3 million customers was suffering from declining customer experience among its support team, while also being challenged to reduce overstaffing and other operational costs. These interactions ranged from supporting a roadside assistance product to upselling auto and travel insurance.
The SOLUTION
Predict customer assistance requests in advance
With Pecan, the client was able to generate accurate customer assistance request predictions for the next 30, 60 and 90 days. They then built resource and staff plans using historical roadside assistance request data, operational data, and external data enrichments provided by Pecan—all automatically ingested and unified.
The SUCCESS
Overstaffing reduced by 20%—and customer needs met in advance
With Pecan’s AI-driven predictions, the customer was able to simultaneously reduce overstaffing by 20% while greatly enhancing the customer experience. By using predictions to create a smart staffing management tool for shift planning, the company drastically reduced service wait times and even improved employee satisfaction to boot.