ANICO Calls On CRM To Improve Its Service: By arming customer service representatives with better customer data, ANICO improves its speed of answering inquiries and slashes average call length.(American National Insurance Co)

Insurance Networking News: Executive Strategies for Technology Management,  May, 2003  by McKinley, Ed

Tags: Business Leader, CRM

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Business leaders at American National Insurance Co. checked under the sofa before sitting down to assemble the customer relationship management (CRM) jigsaw puzzle. Why? Because they wanted to make sure they had every piece.

First, the business units of the Galveston, Texas-based ANICO defined their CRM vision as precisely as possible. Next, the company selected Pegasystems, a software provider they say has delivered the proper CRM technology for their specific needs. Third, the insurer formed a team of committed customer service employees who meet regularly to share knowledge ...

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