Philadelphia Insurance Companies (PHLY), a member of the Tokio Marine Group, has selected MarketTools' CustomerSat solution for its voice of the customer (VOC) initiatives, to have better insight into customer feedback and improve the customer experience.

MarketTools CustomerSat will be used as the transactional survey solution for Philadelphia Insurance’s high-volume contact centers.

The insurer selected MarketTools CustomerSat to gather and analyze customer feedback from the thousands of customers who interact with the Philadelphia Insurance contact center each day.

It will also be using MarketTools CustomerSat CRM Connect to bring customer information from its CRM system directly into MarketTools CustomerSat.

MarketTools said that the integration of the solution will allow insurer to have deeper insight as customer feedback will be analyzed against other key customer information, such as customer type, insurance products owned, transaction history and customer location.

Using CustomerSat Adaptive Role-based Reporting, Philadelphia Insurance will be able to provide detailed, custom dashboards that provide customer feedback information relevant to an employees’ role, from executives to front-line contact center representatives.

Philadelphia Insurance vice president of customer service Seth Hall said the goal of program is to take the vast amounts of customer data and feedback captured in voice of the customer program and intelligently turn the data into actionable customer insights.