Product: NOW Platform
Representative: Larry Hogan, Director, Insurance Solutions
To what do you attribute the positive ratings from your customers?
HOGAN: “Our customers frequently comment on the quality of our products and our commitment to customer satisfaction across the Thunderhead.com organization. We strive to ensure that our employees are well trained and feel empowered to make decisions that benefit our customers. We feel that engaged employees are critical to great customer experience. This creates loyal customers and a strong, vibrant company.”
How do you communicate with your insurance carrier customers to meet their needs?
HOGAN: “Every customer is assigned an account manager who maintains close relationships long after the solution goes live. Every customer has the ability to submit enhancement suggestions through our product support team—all of which are frequently reviewed and prioritized by product management. We hold regular roundtables of like organizations to discuss future needs and trends. Our annual user conference, Innovate, is extremely popular and gives our customers a chance to meet and discuss ideas with our executive team.”
What are some of the positive developments your company has achieved in the past year to stand out amid a crowded solution-provider market?
HOGAN: “Marchai Bruchey is chief customer officer at Thunderhead.com and is responsible for customer experience, acquisition, retention, and success. She brings the voice of the customer to the boardroom. We announced our new Cloud-based customer engagement platform ONE and rolled out three products—ONE Correspond for Salesforce, ONE for Sales and Service, and ONE for Capital Markets showing our commitment to continued innovation.”
Background: Thunderhead.com provides powerful SaaS solutions for enterprise engagement and customer experience management, reshaping the way companies do business with their customers and partners. We help our customers succeed by providing them with innovative solutions that allow them to better engage, connect, communicate and trade.