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State Farm Collaborates with Salesforce to Transform Customer Experience and Empower Customers to Communicate on Their Terms

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Salesforce, the global leader in CRM, announced that State Farm—the largest provider of auto and home insurance in the United States—selected a number of Salesforce products to deliver engaging, intelligence-driven customer experiences across every State Farm touchpoint.

“At State Farm we recognize there are a multitude of ways customers prefer to connect with us, and it’s up to us to deliver on those expectations,” said Jason Potts, Enterprise Technology Executive at State Farm. “With Salesforce we’re empowering our customers to interact with us on whichever channel they choose, and provide fast, personalized service in return.”

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State Farm will be leveraging Sales Cloud and Service Cloud with Financial Services Cloud to give agents the insights they need to service customers most effectively. For example, when a customer submits a First Notice of Loss (FNOL) claim, whether by phone, online or via State Farm’s mobile app, Financial Services Cloud will give the agent a complete view of the customer and automatically create an intelligent action plan that helps them prioritize their tasks.

In addition, the customer will receive updates and information on their preferred channel—whether that’s an email confirming receipt of the claim or a text message notifying the customer that a claim payment has been deposited into their account.

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“Behind every great insurance policy is a great customer relationship,” said Rohit Mahna, SVP and GM of Financial Services, Salesforce. “Salesforce will give State Farm agents the tools they need to reach customers on the channel of their choice, intelligently prioritize tasks to address the most urgent cases first, and view which customer profiles that enable them to build deeper relationships with policyholders.”

The mission of State Farm is to help people manage the risks of everyday life, recover from the unexpected, and realize their dreams. State Farm and its affiliates are the largest providers of auto and home insurance in the United States. Its nearly 19,000 agents and approximately 65,000 employees serve approximately 83 million policies and accounts – approximately 81 million auto, fire, life, health and commercial policies and approximately 2 million bank accounts. Commercial auto insurance, along with coverage for renters, business owners, boats and motorcycles, is available.

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