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INDUSTRY

CHALLENGE

SOLUTION

Insurance

A VoIP Solution that could

help deliver the best customer

service experience

Fonality's Heads Up Display

(HUD). A powerful business

tool that connects your

phones, desktop and

important business

applications into a single,

unified, easy-to-use interface.

Faina Insurance Agency, Inc.

Fonality Solutions Keep Your Focus

on the Customer 

CASE STUDY

Lisa Faina has built one of the most recognized insurance

agencies in the country by always keeping the focus on

delivering the best customer service experience. With

over 23 years in the insurance industry, she is recognized

as a leader and trusted advisor.

“Integrating with our customer relationship management

system, eAgent, has been the greatest benefit of our

Fonality phone system. Agents don’t have to spend time

tracking incoming or outgoing calls manually, because the

call is immediately logged into our system the moment it

occurs. This is a huge time saver for our office.”

- Lisa Faina, Owner, Faina Insurance Agency Inc.

Faina Insurance

Agency, Inc. 

"Agents don’t have to spend time tracking incoming or

outgoing calls manually, because the call is immediately

logged into our system the moment it occurs. This is a

huge time saver for our office."

- Lisa Faina, Owner, Faina Insurance Agency Inc.

NETFORTIS.COM CASE STUDY: Faina Insurance Agency, Inc.

Before Fonality, Lisa relied on traditional telephone service from a local provider that

lacked the advanced features and the latest communication technology to easily

provide her clients with a superior customer service experience. Lisa was excited when

she learned about all the features that were included in the Fonality solution that her old

phone company didn’t provide. When she made the decision to switch, she knew she

was making the right choice for her growing business needs. “Making the switch to

Fonality was one of the best business decisions I’ve ever made,” says Lisa. “Regular

analog lines don’t offer any of the features I rely on today - I couldn’t imagine running

my business without them now. The features help us improve customers’ experience

and increase employee productivity.”

Easy Integration with CRM Systems  

The Before Time  

Tracking every customer interaction is critical to an insurance agency. Understanding

the policy history, call history, and personal notes or preferences about the customer

are key to providing an optimal customer experience. Companies make large

investments in software to manage and track every customer interaction. Integrating our

Fonality phone system and these tools is one of the largest benefits to this solution.

“Integrating with our customer relationship management system, eAgent, has been the

greatest benefit of our Fonality phone system,” says Lisa. “Agents don’t have to spend

time tracking incoming or outgoing calls manually, because the call is immediately

logged into our system the moment it occurs. This is a huge time saver for our office.”

Keeping Up With Technology  

Customers have expectations of the service level they should experience every time they

call their insurance agency. Fonality’s business phone service has the technology to help

you make it easier to meet their needs and deliver an optimal experience. “We don’t feel

like dinosaurs anymore,” says Lisa. “In today’s rapidly-changing technical environment,

we’re ahead of the curve. We’re helping our customers in a much more efficient way than

other companies, and seeing the benefits daily from our Fonality phone system.”

"The instant messenger feature is invaluable to us. Gone are the days

of having to get up and physically walk over to talk to someone or

wait for them to respond to an email or a voicemail. I’ve been able to

see us put lost time back into our days that can be used more

productively because we’re able to communicate so much faster."

- Lisa Faina, Owner, Faina Insurance Agency Inc.

NETFORTIS.COM CASE STUDY: Faina Insurance Agency, Inc.

Additional benefits of the easy integration of Fonality and CRM systems include the pop-

up screen display and easy click-to-call features. “Because the two systems are

integrated, when a call comes into our office, a screen pops up instantly displaying the

customer’s history, contact information, any special notes or issues about the customer,”

says Lisa. “The ability to see a simple reminder note about how to pronounce a

customer’s last name can go a long way to getting a conversation off to the right start.

Before, we may not have had that information in time and customers get frustrated when

they have to repeat their name multiple times. First impressions go so far in our

interactions with customers and being prepared with the smallest details is so important.”

Building Customer Relationships  

First Impressions Are Everything  

Building customer relationships is a focus of all successful insurance agencies.

Remembering important details about your customer‘s life they only share with trusted

friends and families can go a long way in building that relationship. “When a call comes

in and we quickly can see a note pop up about the customer that mentions a recent birth

of a baby or a special event in their life, we are sure to congratulate them,” says Lisa.

“We care so much about our customers and we want that to show in every interaction we

have with them – Fonality helps us make it easy to provide that personal touch.”

Training Agents is Easier  

Fonality gives managers the ability to listen to calls, record calls for training, and pull call

reports to review employee productivity. “I use the call recording feature as a training tool

to coach and provide feedback to help my agents improve their customer service skills,”

says Lisa. “Training my employees was one of the biggest challenges that has become

so much simpler using Fonality. I can also listen in on calls or chat with agents while

they’re talking with a customer to provide guidance or assistance when they need it. Our

ability to communicate so rapidly decreases the time we have to put customers on hold to

find answers or escalate the call because we can’t resolve issues.”

CASE STUDY: Faina Insurance Agency, Inc.

Enhance Customer and Internal Communications 

Unique to Fonality, Heads Up Display (HUD) is a powerful business tool that connects

your phones, desktop and important business applications into a single, unified, easy-to-

use interface. Using the Call Routing feature or HUD chat helps agents provide a better

customer service experience. These same tools can also improve your internal

communications, helping you save time. “Some customers only want to deal with a

certain agent,” says Lisa. “With an easy view of the HUD screen we can see the agent’s

current status and send the call over to them with just a single mouse click or drag. We

can also use HUD chat to notify the agent of the call if they’re on the phone or send the

call directly to their voicemail if they prefer.”

Using Fonality’s HUD chat takes communicating internally to a whole new level. “The

instant messenger feature is invaluable to us,” says Lisa. “Gone are the days of having to

get up and physically walk over to talk to someone or wait for them to respond to an email

or a voicemail. I’ve been able to see us put lost time back into our days that can be used

more productively because we’re able to communicate so much faster.”

Copyright © 2017 Fonality Inc. All rights reserved.

NetFortris has the pieces to put business

communications together, creating one

seamless, secure and compliant solution.

Let us do the same for your business

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