ReSource Pro - Customer Service Department of the Year
Company: ReSourcePro, New York, NY
Company Description: Founded in 2003, ReSource Pro is the top outsourcing solutions company serving mid-size U.S. insurance organizations. In 15 years, the company has grown to over 3,500 employees across three countries, serving 350 clients and achieving a 97% client retention rate. For 10 years in a row, RSP has been listed as one of Inc. 500/5000 Fastest Growing Private Companies, placing it in the 99.5 percentile.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Financial Services - 100 or More Employees
Nomination Title: ReSource Pro
Tell the story about what this nominated department achieved since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: REDACTED FOR PUBLICATION
ReSource Pro is a 15-year old company that provides business solutions to the U.S. insurance industry, including customer service solutions. In the insurance industry, where companies have an average client retention rate of 50%, ReSource Pro is proud to maintain a 98% retention rate. When we partner with an insurance organization, we truly integrate our operations to become an extension of their business.
With four global service delivery centers, we handle customer concerns around the clock. In 2015, we launched the Insurance Experience (IX) Center in Lincoln, Nebraska, to provide specialized customer service with highly-trained insurance professionals. It’s this team that delivered exceptional customer service in our clients’ greatest time of need.
On August 25, 2017, Hurricane Harvey hit Texas, causing $125 billion in damages throughout the state. In any disaster situation, insurance agents and carriers are often the first organizations victims turn to for help. However, several of our insurance clients’ customer service facilities in Corpus Christi and Houston were impacted and couldn’t operate for weeks. To ensure their customers received uninterrupted service during this critical time, we provided extra support from our IX Center.
The IX Center team acted quickly and leveraged our global presence. Employees in Nebraska and in Bangalore coordinated to guarantee each claimant was heard. To field these calls, we had to integrate our technology and phone systems with the clients in less than a week, a process that can take several weeks.
Thanks to these efforts, our clients’ customers were able to report claims and recover from storm damage more quickly than if they had reached out directly to insurance carriers. One client relayed the “comfort and confidence” customers felt while receiving help in the immediate aftermath of the Category 4 storm.
Additionally, our extra support freed up our clients’ employees to focus on caring for their families during this time, as they too were in a catastrophic situation.
The IX Center brings benefits for clients outside of disaster situations as well. One client saw 94% revenue retention on book of business; another received “very satisfied” or “satisfied” feedback from usually frazzled live chat customers. When one of our licensed insurance professionals was speaking with a customer who needed a higher cyber liability limit, she uncovered $35,000 in potential premium savings for the customer.
The extra care we provided after the storm remains a memorable moment for our team and the clients they helped. Looking back, the most moving testimonial came from a client email: “I can’t thank you all enough for stepping up and lending a helping hand. It means the world to us, and not only strengthens and broadens our partnership with ReSource Pro, but is a reminder to us that the decision to work together several years ago was not only the right one, but was actually one of the best business decisions we have ever made.”
We take pride not only in our experienced professionals and technology, but also adding the human touch to create real impact in our industry.