Case Study: Heffernan Insurance

Heffernan Insurance Brokers provides comprehensive insurance and financial services products to businesses and individuals. The company has built its reputation and success as a leader in niche practice business, with a foundation in non-profits, technology, health care, hospitality, construction, and property owners. With nine branch offices and 3303 staff, Heffernan’s reach spans almost every industry.

Emphasizing customer service excellence, communication has been a key element to the success of Heffernan. A positive attitude is also key, with the mission statement of “answer the phone and have fun” being reinforced at every opportunity.

The existing telephony solution was not ideal, as each site utilized separate telephone systems and had a high systems management overhead. Additionally, operators had to be deployed to each branch to cope with the incoming traffic, with no capability to share the load across office locations. Heffernan chose to move to a centralized implementation of Cisco Unified Communications technology, serving all sites. Arc Solutions was also chosen to provide a centrally controlled operator center solution, delivering software-based switchboard capabilities to eight operators across Heffernan’s offices.

“The Arc Enterprise solution has been a fantastic addition to our Cisco IPT platform. We find it flexible, robust and extremely easy to manage. Our response times are lower and more calls get to the right person, first time – our operators love the system!”

- John Petersen, CIO, Heffernan Insurance Brokers

View the complete Heffernan Insurance case study to learn how they benefited from the robust features of Arc Solutions.