Scaling Customer Service Success with Covenir

The Challenge

A major insurance carrier in New York was preparing to launch a new agent-facing onboarding portal. The launch was anticipated to generate a surge in the volume of support calls from the agent community, and the company recognized its internal resources would be insufficient for the task.

The Solution

Rather than divert in-house teams from critical business activities to close the resource gap, the insurer instead made a strategic decision to outsource customer service to Covenir and ensure agents received high-quality support throughout the onboarding process. The partnership with Covenir delivered high performance at a significant savings, not only as a measure of financial investment, but also in terms of optimizing employee time, minimizing administrative headaches, and gaining organizational bandwidth
for higher-value tasks.

An Easy Decision For Partnership

After evaluating three vendors, the insurer chose Covenir for its deep industry expertise and strong reputation for reliability and professionalism. They valued the benefits of a 100% onshore partnership, expecting smoother communication due to cultural and language alignment, as well as enhanced cybersecurity through Covenir’s knowledge of national compliance standards.

Covenir stood out with its meticulous and thoughtful approach. The insurer appreciated the team’s straightforward professionalism, free of jargon and high-pressure tactics seen with other vendors. They sought a partnership rooted in mutual respect and trust, which they found in Covenir.

Despite this being the insurer’s first experience outsourcing a business process, the partnership was quickly up and running, thanks to Covenir’s hands-on implementation support. The flexible FTE model allowed both teams to adjust and fine-tune things as needed to execute a smooth transition. Covenir’s dedicated customer success manager provided seamless support for any unforeseen events, ensuring that every challenge was properly addressed.

Within just a few weeks, a dedicated customer support team was fully established. Covenir’s team rapidly absorbed the necessary training materials to deliver high-quality support while staying agile and responsive to any process changes. Covenir handled client requests with accuracy and efficiency, maintaining detailed logs of customer concerns and regularly providing feedback to the insurer. This level of communication kept the insurer well-informed and involved, allowing its team to refine workflows and minimize any service disruptions.

Long-term Scalable Support

Partnering with Covenir empowered the insurer to scale up its services while allowing its employees to concentrate on more strategic tasks and responsibilities. Anticipating a short-term spike in inquiries during the initial agent onboarding to the new portal, the insurer also expected a subsequent drop in support volume. Rather than dedicating time, energy, and resources to build a dedicated team for this temporary need, Covenir provided the flexibility and scalability to adapt seamlessly to changes in demand.

As one of their leaders noted, “We value the seamless nature of the partnership and are secure in the knowledge that Covenir manages the details efficiently while our team focuses on core business priorities.”