Good2Go Auto Insurance
This Insurer Cut Costs by $100,000 — While Improving its Customer Experience — with RingCentral Contact Center
$100,000
in estimated savings over the company’s first 3-year RingCentral contract
4
key workflow tools (messaging, video, phone, fax) now accessible on any device
0
downtime since switching from an outage-prone system to RingCentral
Consolidating our communications onto RingCentral has benefited everyone across the board. Our employees have more mobility and new communication tools, our managers can more easily monitor and improve staff performance, our finance team is smiling because we’ve lowered costs, and our phone system now provides a better experience for our customers.
Bill Law
Director of Infrastructure
Making auto coverage affordable for the masses
When Good2Go Auto Insurance opened its doors 30 years ago (under the name American Independent Companies, Inc.) the team set out to offer affordable policies and an easy shopping experience for underserved drivers — even if they had a few blemishes on their driving record.
That strategy has proven so successful that today Good2Go provides minimum-limits insurance policies to underserved and high-risk drivers in nearly every US state, and the company maintains an A+ rating with the Better Business Bureau.
INDUSTRY
Insurance
HQ
Blue Bell, PA
YEAR FOUNDED
1992
EMPLOYEES
350
COVID highlighted the need for a telephony upgrade
Bill Law, Director of Infrastructure for Good2Go, explains that the organization had been getting by for years with its on-prem phone system. Although the solution offered limited functionality — for example, conference calls could support only a small number of people, there was no built-in messaging capability, and making adjustments required coordinating with several vendors — the company didn’t feel an urgent need to upgrade.
But when the 2020 lockdowns went into effect, and all employees at the company’s Pennsylvania, Georgia, and Florida locations suddenly had to work from home, Good2Go Insurance quickly discovered the real limitations of its telephony infrastructure.
“The old system clearly wasn’t designed to accommodate a remote team,” Bill says. “As soon as our staff started connecting to the system from home, we began experiencing frequent outages. That meant we would have company-wide phone downtime until someone drove to the office to reboot the system.”
Considering how important phone service is to Good2Go Insurance’s business, Bill and his team knew they had to find a more reliable telephony system quickly. But they also used the opportunity to research communication solutions that could improve other aspects of the company’s operations as well.
Enhancing the customer experience with RingCentral Contact Center
With RingCentral, Bill explains, Good2Go Insurance found a communications partner that could offer both the reliability and functionality the company had been looking for. And because staying accessible to customers was a key company commitment, Bill’s team first rolled out RingCentral Contact Center.
“Contact Center improved our customer support operations immediately, and in several ways. The big advantage was that our agents — who were all working from home — could easily log in to their call queues from their laptops. And from an administration standpoint, RingCentral Contact Center is so intuitive and convenient that it’s also been easy to spin up call queues, update voice recordings, onboard users, and monitor performance.”
One huge benefit we’ve seen is that since we rolled out RingCentral Contact Center, the number of payments we receive by phone is way up. That speaks to the system’s efficiency and convenience for the caller — and it’s great both in terms of freeing up our agents to take more calls and improving the customer experience.
Bill Law
Director of Infrastructure
RingEX provides reliability and new functionality
After successfully implementing Contact Center, Good2Go Insurance next rolled out RingEX (Message, Video, Phone) as the primary communications platform for all of its hundreds of employees — most of whom were working remotely. This company-wide telephony upgrade, Bill explains, also improved operations in several ways.
“Rolling out RingEX solved our immediate problem of phone downtime,” he says. “Because RingCentral is fully cloud based and has so much redundancy, we haven’t had any issues with outages since switching over.”
But solving the downtime problem was only the first on a long and still-growing list of benefits, as Bill points out. “RingCentral gives our employees the ability to have video calls from their computers and smartphones. It also gives them messaging capability for quick notes and questions — and all on the same app they’re using for their phone calls. Our staff is getting so much use out of these new communication tools.”
A central part of my pitch for RingCentral to our executives was the fact that we were going to get so many new tools — messaging, video conferencing, built-in IVR management, digital faxing — all in the same solution from the same vendor. A lot of this was functionality we never had before, and now we could have it all working seamlessly in the same environment.
Bill Law
Director of Infrastructure
Saving money on communications
Bill also points out that eliminating many of the costs required to maintain the on-prem phone system, and being able to consolidate other vendor services onto the RingCentral platform, has led to a substantial reduction in communication costs.
We were spending about $30,000 a month on phone lines alone, plus $30,000 a year to maintain our on-prem system, while also paying other vendors for services like messaging and faxing. With RingCentral as our all-in-one solution, all of those expenses go away. And I’d estimate that our overall spend is down by at least 40%.
Bill Law
Director of Infrastructure
Finding even more value with RingCentral
Going forward, Bill explains, his team is expecting to implement more of RingCentral’s built-in communication services in the near future — because they promise to create even more value for the company and its customers.
“We’re planning to migrate from our standalone fax solution to RingCentral’s built-in digital faxing,” says Bill. “That’ll make it convenient for our employees to receive and send important fax documents, because they’ll be able to do it straight from their RingCentral app. We’re also planning to add text messaging to Contact Center to send automated reminders about things like payment options. That’s going to add even more convenience for our agents and customers.”
My team and I started this project to find a communications solution we could rely on not to fail us. And we clearly solved that challenge. But RingCentral has given us so much more in terms of mobility, efficiency, customer service, and cost savings.
Bill Law
Director of Infrastructure