Customer service is a critical competitive differentiation factor for Virginia insurance agency Humphrey, Stump & Haynie. They needed Message Vault voicemail archiving to meet key FINRA compliance requirements, manage IT resources, and use its rapid e-Discovery capabilities to provide a more informed customer service response.
Humphrey, Stump & Haynie (HSH) is an insurance agency highly driven by a focus on service. They rely on technology to deliver excellent service. Their staff are trained that customer voicemails are a priority. This is especially important in their business, as all policy coverage changes can only be made by speaking directly with a client. Not every call can be answered in person it a busy agency, but those that go to voicemail need to be answered quickly. Saving voicemails on their phone system created problems for IT resource consumption, and would not meet compliance requirements.
HSH had several additional issues that led them to adopt voicemail archiving with Message Vault. First, they had previously encountered a customer service issue related to communications left on multiple messages. This was a significant concern. They needed a means to search, find, preview and even share voicemails. They also needed to be able to access the records without having to involve IT.
An an interim solution, HSH was maintaining more voicemail boxes than their employee population. This was to allow them to store messages from former employees. Again, because the voicemails could be deleted by a user or an administrator, retaining voicemails by saving them in mailboxes (and paying the extra subscription for them) was a compliance and a resource problem.
Lastly, because of their focus on customer service, HSH saw Message Vault as a means to help them monitor responsiveness. They wanted, if needed, to be able to go back to a customer’s original message to gain clarity on a situation, and continuously improve.
Problem Solved with Message Vault
Working with their IT provider, Advanced Logic Industries, HSH heard about Message Vault. Message Vault’s benefits to address their customer service and compliance needs was an easy fit. Their support engineer loved the easy administration and set up, and they had the system running within a couple of days of approval.
Now HSH has the tools to ensure electronic record retention compliance, they have a powerful customer service tool and the peace of mind that their data is appropriately stored and accessible. In fact because of the storage efficiency of Message Vault (up to 94% more efficient than backups) HSH plans to lengthen their retention policies. e-Discovery searches are quick and easy with no need to involve IT.
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