taking auto insurance to the next level - Dell

taking auto insurance to the next level - Dell

SOLUTION: • CRISIS MANAGEMENT TAKING AUTO INSURANCE TO THE NEXT LEVEL Dell Crisis Management & Alerting Services help Esurance manage through crises,...

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SOLUTION: • CRISIS MANAGEMENT

TAKING AUTO INSURANCE TO THE NEXT LEVEL Dell Crisis Management & Alerting Services help Esurance manage through crises, enabling the organization to provide its associates with information and its customers with the best possible service – even during a disaster.

CUSTOMER PROFILE COUNTRY: San Francisco, CA (USA) INDUSTRY: Insurance WEB ADDRESS: www.esurance.com CHALLENGE

Esurance needs to stay in constant contact with its associates during emergency drills and real-life disasters. SOLUTION

Implemented Dell Crisis Management & Alerting services: Emergency Notification and the Incident Collaboration Center (ICC) for crisis notification and collaboration to manage through incidents and accelerate recovery. BENEFITS GET IT FASTER

In December 1999, Esurance launched its web site to harness the power of the Internet and revolutionize the way people purchase insurance. The company leverages the latest technology available to provide a hassle-free experience for its customers. Esurance is a leader in bringing innovation to the personal lines insurance industry. The company, which offers coverage in 28 states, always strives to exceed its customers’ expectations by providing competitively priced insurance products and high quality service. Esurance customers may need assistance online or over the phone at any time, day or night. Therefore, the company must be available 24 hours a day, 7 days a week to answer any query or provide a quote. The organization’s reputation and ability to provide an excellent customer experience depends on being able to communicate with employees, even if a disaster strikes and normal lines of communication fail.

• Reach anyone, virtually anywhere during a crisis • Near-zero maintenance • Predictable monthly costs RUN IT BETTER

• Contact thousands in minutes • Distribute and collect critical information in real time • Enable collaboration with web-based tools GROW IT SMARTER

• Easily scalable to meet growing needs • Help ensure safety of employees and business continuity

“THROUGH ITS CRISIS NOTIFICATION AND COLLABORATION FEATURES, THE ICC REPRESENTS A NEW KIND OF SOLUTION THAT ENABLES OUR RECOVERY TEAM TO REACT QUICKLY TO A DISASTER, AND GET BACK TO BUSINESS AS USUAL.” Chris Henn, Chief Operating Officer, esurance

HOW IT WORKS

IN A CRISIS THE ONLY KNOWN IS THAT THERE WILL BE UNKNOWNS

TEST, TEST, AND TEST AGAIN

In the event of a crisis, the safety of all Esurance associates

testing. Each quarter, the company picks an emergency

SERVICES

is of the utmost importance, which is why the company

situation and assigns it to a randomly selected office to

• Dell Crisis Management & Alerting

prioritizes immediate and timely associate communication.

refine its corporate disaster recovery process. Through

Esurance also strives to maintain business operations to

the Emergency Notification module, notifications are sent

meet its customers’ needs. Esurance knew it needed to

to let employees know the details for disaster drills. Once

capabilities that the Crisis Management and Alerting

adopt a crisis notification and collaboration solution that

the notification is received, Esurance works through the

services (fka, AlertFind) offered and evaluating the cost to

would enable the company to be in constant contact with its

specific disaster recovery plan that relates to the nature of

build our own, we decided the best solution for us was to

associates, regardless of what happened to the organization’s

the drill.

tap Dell (fka, MessageOne.)”

solutions and reviewing its options, Esurance chose Dell’s

In order to increase its ability to respond to disaster drills

Since the Emergency Notification service with the ICC

Crisis Management & Alerting services.

and real-life emergencies, in December 2007, Esurance

is delivered as a software-as-a-service, the costs for

Esurance feels that preparedness comes from continual

communications infrastructure. After evaluating multiple

deployed the service’s newest module, the Incident

deploying and operating are known up-front with little or

Now, when an emergency happens, Esurance uses the

Collaboration Center (ICC). By combining Emergency

no initial hardware or software investment required. Dell

Crisis Management & Alerting services to send email and

Notification with the ICC, Esurance can securely share

Emergency Notification with the ICC can easily protect any

two-way SMS messages, as well as make voice calls to

information over the web, track status with real-time

number of contacts without adding additional maintenance

locate its employees. By using a two-way crisis notification

incident logs, assign tasks and interactively track progress,

work for Esurance’s IT staff. With its predictable monthly

and collaboration solution, Esurance can contact the

and maintain clear communication. By utilizing a centralized

pricing, Emergency Notification with the ICC provides a

impacted employees, gather status and implement a plan to

web-based portal for crisis notification and collaboration,

powerful crisis notification and collaboration system for a

help make sure that any and all customer inquiries are dealt

Esurance can keep core workflow functioning through

very low cost.

with immediately. Notifications can be sent to all staff or any

disasters. In addition, since the ICC is a web-based

of the sub-groups that Esurance has established. Having a

application, it does not require end-user training. When the

“One of the biggest benefits in going with Dell was the

tool to send out office specific or company-wide alerts was

ICC is activated, Esurance’s management team and agents

ease of deployment,” said Moncada. “We had Crisis

an important feature for Esurance, since it has nationwide

can get online and immediately begin collaborating.

Management and Alerting services up and running in half

agents that will be impacted even by local events.

a day. In addition, the solution was easily able to import “Through its crisis notification and collaboration features,

contact information which helped us to start using the

“It is easy for any of our administrators to send out an

the ICC represents a new kind of solution that enables our

tool immediately.”

alert from anywhere to any office,” said Tottie Moncada,

recovery team to react quickly to a disaster, and get back

disaster recovery engineer for Esurance. “Recently, we

to business as usual,” said Chris Henn, the chief operating

had a blizzard that impacted our Madison office. Rather

officer at Esurance.

than sending out a corporate email which wouldn’t have reached many employees or routing our associates through a time-consuming call tree, we sent a notification to make sure our employees were safe and gave them instructions on how to proceed.”

CRISIS MANAGEMENT & ALERTING SERVICES: UP AND RUNNING IN JUST A FEW HOURS “When we originally looked for a crisis notification and collaboration solution, we thought about building something inhouse,” said Moncada. “After seeing the

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