Insurance Noodle
InsuranceNoodle is a web-based e-broker that offers small business owners fast and easy choices for all their property and liability insurance needs. The Chicago-based company, founded in 2000, enables customers to receive free, no-obligation quotes on coverage needs from top-rated, licensed insurance companies instead of going through a traditional insurance agent supporting only a few coverage options.

Challenge
As an online start-up, InsuranceNoodle needed to design and implement an entire customer interaction center that would be comprehensive, flexible and scalable. Even more challenging, it needed to be operational within two months. Processes, tools, support staff and management were all part of the service mix - requiring design, development and implementation.

• Customer Center Architecture
  
  
• Enabling Customer Technology Solutions
  
  
• Customer Scores and Measures
  
  
• ROI and Financial Modeling
  
  
• Project Management

Approach
The Customer Group, LLC. was engaged for a six (6) month period to rapidly and cost-consciously design and build the InsuranceNoodle customer service center from the ground up, along with providing training and support of that system. The first phase of the engagement defined the InsuranceNoodle needs and designed a contact center using an outsourced web-based eCRM platform capable of delivering and tracking incoming calls, emails and web chats, as well as reporting and trouble shooting functions. The Customer Group also helped InsuranceNoodle define staff and management roles, functional requirements, disaster recovery plans and a telephony system to handle call routing and Frequently Asked Questions (FAQs).

The second phase of the engagement, the post-launch phase, included the collection of feedback from newly enrolled customers for system evaluation and enhancement, as well as for contact-agent benchmarking. The Customer Group also worked closely with the eCRM platform provider to improve the usability of the web platform used by InsuranceNoodle agents to provide top-rate customer service.

Result
The interaction center was designed, implemented and fully functional on time and on budget. InsuranceNoodle has seen remarkable success with its services and has provided a world-class customer interaction experience over the past 12 months since launching. The center has seamlessly expanded to cost-effectively handle InsuranceNoodle's ever-increasing customer base.