OneView
Hagerty's CRM for agent workflows, which reduced call times and improved customer service with an intuitive, user-friendly interface.
Overview
OneView was envisioned as the “single pane of glass” for internal Hagerty users—a centralized tool where agents can efficiently search, retrieve, and act on customer information across Hagerty’s ecosystem. By consolidating data and streamlining workflows, OneView is designed to provide a holistic view of members and their associated products, transactions, and interactions.
Objectives
Create a single interface to centralize customer info and reduce the time spent navigating between platforms.
Replace the outdated Drivetrain system with a modern, accessible CRM, simplifying the experience for all agents and setting a standard for future servicing applications.
Key Challenges
Before OneView, agents relied on multiple outdated systems to gather information for each client interaction. This led to duplicated records, disconnected data, and lengthy call handling times.
By introducing a de-duplicated, identity-resolved search, OneView aimed to make customer interactions smoother and more efficient while reducing errors and manual rework.
Core Features
OneView includes features to support servicing and relationship management:
Efficient Search Experience
A search feature that returns identity-resolved records based on specific data points, allowing agents to locate and verify customer information accurately.
Single Record View + Deep Linking to Source Systems
Displays demographic, account, insurance, and product data in a consolidated view, giving agents instant access to customer details without switching between systems. Additionally, these solutions link directly to related records in core systems such as Drivetrain, Salesforce, etc.
New Record Creation
Supports the creation of new person or entity records, ensuring future scalability as Hagerty moves towards a master data management approach.
Internal Testing and Validation
To ensure OneView met real agent needs, we collaborated with Member Servicing Center representatives, gathering feedback throughout development. Usability testing showed a 10% improvement in call handling speed, as the unified interface reduced task complexity and enhanced access to critical data.
Expected Outcomes
OneView serves as a foundational tool for Hagerty’s future as we expand our product and service offerings. By consolidating multiple systems into a single interface, OneView empowers agents to serve clients more effectively, improving both the efficiency and quality of customer interactions.
Looking Forward
As OneView evolves, we aim to enhance its capabilities in workflow automation and reporting, providing even more value to Hagerty’s service teams. This process will include the following:
Interaction Documentation: Allows documentation of interactions across all communication channels, with chronological ordering to provide a complete view of member interactions.
Workflow Management: Facilitates task assignment and status tracking, supporting collaboration across servicing teams.
Subscription Management: Allows agents to update marketing preferences directly from the servicing UI, ensuring compliance and responsiveness to client requests.
