Customer Success
Saving the equivalent of up to six-full time salaries
Security First
Case
Client
Security First Insurance is one of the largest homeowners insurance companies in Florida. They serve hundreds of thousands of Floridians, placing customers at the core of what they do.
Problem:
Security First has always been devoted to serving the needs of their internal and external customers. Yet, due to stiffer market competition and a renewed emphasis on profitability, they have been struggling with managing the thousands of phone calls, emails, letters, and third-party correspondence from banks that come in yearly.
EVERY insurance provider, big or small, is burdened with an incessant amount of incoming phone calls from financial third parties attempting to verify coverages, make corrections, request documents and so on.
Strategy & approach
Verifications made easy
Ben Bomhoff, VP of Enterprise Systems, understood that slashing costs while preserving a customer-focused attitude would necessitate an unconventional approach. Adding more service agents was simply not the answer.
In 2017, Ben was introduced to LenderDock – the leader in lienholder management services. Within a few months, Security First had implemented an entirely cloud-based system via LenderDock’s VERiFi™️ platform. This allowed mortgage banks and lenders to digitally authenticate data associated with their policies quickly and securely – all while remaining updated on current information.
Achieved results
Security First leveraged LenderDock’s specialized competitor plugin to seamlessly access all of LenderDock’s services, eliminating the need for technical integration, coding, or IT support.
Within two weeks of implementing Verifi™️, Security First saw an exceptional 90% decrease in calls from their partnership establishments.
“The LenderDock services platform has enabled us to automate important parts of our business so we can provide better service, lower our costs, and increase efficiencies – specifically allowing our staff to work on higher value customer interactions.”