The Beatles got it right: We can get by with a littlehelp from our friends. For California Casualty,achieving the goal of customer engagement was realized by combiningthe business intelligence of J.D. Power, a globalmarketing information services company providing performanceimprovement, social media and customer satisfactioninsights, with the flexibility of the Guidewire platform. An "Auto ClaimsSatisfaction Study" conducted by J.D. Power in 2014 confirms it.Among the results, the survey showed that CaliforniaCasualty: 

• Rated among the top two in an first notice of loss (FNOL) indexrating (28 points above the industry average)
• Now completes more than one-half of FNOL calls in 15 minutes orfewer
• Performs better than the industry FNOL average rating inaddressing four or more services within 15 minutes

It all started with a new core system

After years of relying on three different systems, CaliforniaCasualty standardized on a brand-new core system from Guidewire in2008. Out of the box, the system did just fine. It wasn't untilCalifornia Casualty engaged with J.D. Power in 2009 that thetechnology's real potential was realized. Chip Lackey, seniordirector at J.D. Power, and James Kauffman, senior vice presidentof claims at California Casualty, began by examining thestep-by-step process of a claim and identifying the various areaswhere satisfaction was either increased or decreased. The FNOLprocess emerged as a key area.

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