American Family Insurance Now Using NexJ CRM Platform

By Monica Gleberman
Contributing Writer

American Family Insurance has been working to create an open environment between the company and its customers. Only a couple of weeks ago, the company announced it would be releasing a set of in-app mobile ads. Now the insurance company is working with NexJ Systems to provide its customers with the latest technology in customer relationship management (CRM).

American Family Insurance said its values are focused on the customer experience. “Our commitment to you is to be fair, helpful and caring, and to provide ease and convenience when working with us. We strive to provide you industry-leading service, an exceptional claims experience and products that build long-term relationships,” said representatives of the company.

In order to build and maintain these long-term relationships, American Family Insurance has integrated over a dozen of its external systems with NexJ Systems to provide a one-stop shop for customers. Instead of logging in to multiple systems, customers will now have access to multiple systems at one time in one platform. Some of these services that have been integrated and combined include: policy and billing information, customer service questions, and insurance quoting.

William M. Tatham, Chief Executive Officer for NexJ Systems, said the new integration would change the way service is provides by American Family Insurance. “The NexJ integrated Agent Desktop deployment at American Family Insurance clearly demonstrates the benefits of bringing together multiple systems to deliver enterprise knowledge about the customer to the representative enabling them to provide enhanced service,” said Tatham.

Tatham said the integration his company was able to complete is unique. “We believe integration with transactional systems, such as policy and billing systems, represents the next generation of customer relationship management and NexJ is at the forefront with our Integrated Desktop solution,” said Tatham.

American Family Insurance, which calls the new platform Apex (News - Alert), said it plans on using the Integrated Agent Desktop as the primary place for its customers to access any content related to their policy and account with the insurance company. In return, American Family Insurance expects to collect comprehensive data on its customers to help the company improve customer relations. Apex is currently live through the American Family Insurance’s website.