Amica Mutual Insurance
Amica deploys Virtual Chat for Remedy to reduce the number of support calls and extend the hours of support
Amica is the oldest mutual insurer of automobiles in the country and also offers homeowners, marine, personal excess liability and insurance products. Amica ranks “Highest in Customer Satisfaction Among National Auto Insurers,” 10 years in a row. Amica feels that their employees are thekey to providing exceptional award-winning service to their customers. Keeping these business services running smoothly and keeping employees satisfied falls upon Kathy Sweet and her team. Amica deployed Virtual Chat for Remedy® (VCR) to reduce calls to the help desk, extend hours of support and increase the efficiency of support agents.
The demands on IT have increased while IT budgets have been reduced in today’s economy. “We knew that we needed to utilize new technologies in order to continue to provide high quality service,” says Sweet. Kathy looked at new channels of support to meet this requirement. Amica had already implemented several self service tools which included a knowledge management system and a place to submit and review incidents. She also knew that there were many employees in their organization that would prefer to use chat rather than call the service desk. “Chat has become a popular way to communicate with many in our society and provides the benefit of being able to multi-task in a fast paced business environment,” says Sweet.
Integrated Chat
Sweet began looking at various chat tools on the market. “We are a Remedy shop, so it made sense for us to look at a chat solution that was built upon the BMC Remedy® Action Request System. We knew that we wanted it to be integrated with our incident management and other BMC applications,” says Sweet. “VCR allows us to simultaneously view related incidents and other data stored within Remedy while we are chatting. Since the chat record is stored within the Remedy database, it is easy to associate a chat record with an existing incident or create a new incident from the chat session.” VCR also integrates with other technologies such as remote control tools. “We were already using a remote control tool with users calling into the service desk. It made sense for us to provide this to our users utilizing chat. VCR gives us the ability to quickly launch these applications directly from within the chat session,” says Sweet.
