Main Street Insurance, a growing multi-location insurance organization, was facing increasing pressure from rising call volumes, poor vendor support, and an outdated phone system that could no longer support their customer service needs.
With more than 50 employees across 15 locations, the organization needed a communication platform that could scale with the business while improving the customer experience.
After partnering with Netstar and implementing Dialpad’s Unified Communications and Contact Center platform, Main Street Insurance reduced monthly communication costs by approximately 20 percent while improving call handling efficiency and employee productivity.
The Challenge
Before working with Netstar, Main Street Insurance struggled with several operational issues:
- Poor customer service from their existing provider
- Rising monthly telecom costs
- Limited call handling capabilities
- Increasing pressure on customer service teams
- Lack of strategic guidance and optimization support
Simple changes and support requests often took too long to resolve, creating unnecessary operational inefficiencies across the organization.
As call volume increased, customer service agents were forced to rely on manual processes that slowed response times and created additional workload.
According to Kerry Holt, Vice President at Main Street Insurance:
“Why would you ever look for a phone carrier on your own? Let the pros handle it!”
The Solution
To modernize communications and improve customer service operations, Main Street Insurance deployed Dialpad’s cloud-based Unified Communications and Contact Center solution with hands-on support from Netstar.
The deployment included:
- A cloud phone system across all 15 locations
- Unified Communications tools for employees and agents
- Contact center functionality for customer service teams
- AI-powered call summaries to reduce manual note-taking
- Optimized call routing to improve efficiency
Netstar also provided implementation guidance, troubleshooting support, and ongoing vendor advocacy throughout the deployment process.
During implementation, the organization encountered a potentially serious phone number porting issue that threatened service continuity. Netstar quickly intervened to accelerate deployment and restore service, helping the organization avoid extended disruption.
The Results
Following deployment, Main Street Insurance achieved measurable operational improvements, including:
- Approximately 20% reduction in monthly recurring costs
- Around 25% reduction in per-license costs
- Improved customer service efficiency
- Faster and more effective call handling
- Reduced manual workload for agents
- Improved scalability across locations
Beyond the technology itself, Main Street Insurance gained an ongoing strategic partner to help manage vendor relationships, optimize performance, and support future growth.
Looking Ahead
With a scalable communication platform now in place, Main Street Insurance is continuing to expand its use of AI-driven tools and contact center capabilities to further improve customer experience and operational efficiency.
Netstar remains actively involved as a trusted advisor, helping ensure the organization continues to evolve with the right technology and support strategy.
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