In early March, as the COVID-19 pandemic spread across North America, Crawford had to adapt to a work-from-home strategy to ensure the safety of our employees - all while continuing to provide the same level of service that our clients expect. As Director of Crawford’s contact center, Kevin Finnegan understood the importance of providing clients a seamless, uninterrupted claims intake experience. The contact center had just recently relocated within the Curiosity Lab in Peachtree Corners, closer to the Crawford HQ.
Uncertain of when normal business would resume, Kevin and his team orchestrated a plan. With the introduction of a new telephonic system, agents were able to easily transition to a fully remote workforce during the pandemic, all while maintaining 24x7 operations and delivering top-level customer service without interruption. A key part of the success was the implementation of RingCentral, a highly resilient cloud-based technology platform with a robust infrastructure and redundancy. RingCentral provided Crawford the ability to route calls easily and quickly to remote workers, regardless of their location.
“During this challenging period, our dedicated agents, all working remotely, went above and beyond to assist callers,”
Clients have also been pleased with the support they have received.
“Our insured said that with some of the financial uncertainty going on right now he was considering switching insurance to save money. However, after his experience reporting this claim and working with everyone involved, he decided it’s not worth saving a few bucks to sacrifice the service he received from us.”
As businesses across the world continue to work remotely during COVID-19, our customers can be assured that Crawford will continue to provide world-class service, 24x7.
