Brandon Parker, Mendota’s Vice President of Sales and Marketing, explains that the call center team’s main challenge was that all support inquiries—both from Mendota’s thousands of independent agency partners and its tens of thousands of individual policyholders—flowed into the same support call queues.
“Most call center inquiries come from our policyholders, and those account for a lot of volume all by themselves,” says Brandon. “But I think as we grew our independent agent network, adding all of their inquiries into the same call center just made the overall volume more than we could handle.”
Brandon’s team decided to add a second channel—online chat—to Mendota’s customer support operations. “We talked with a lot of chat support providers, but none of them had the sophisticated tools, like automation and AI, that we eventually wanted to roll out,” he says.
Then they looked at RingCentral Engage Digital, an omnichannel customer engagement platform that lets businesses unify all of their digital support channels on a single cloud platform. “When we saw the functionality available with Engage Digital, we knew we’d found a solution that could scale to meet our call center’s needs.”