Featured Customer Story

Amica modernizes customer service and insurance analytics with Strategy AI

Amica’s Transformation at a Glance

$480K+

New cross-sell revenue generated with Strategy AI

90%+

Claims leadership adoption for one Strategy AI solution

11+

Interactive AI solutions speeding up customer workflows

2 in 3 employees

Using Strategy-powered data analytics across the enterprise

The Challenge: Delivering Faster, More Consistent Customer Interactions

Founded in 1907, Amica is the longest-standing mutual insurer of automobiles in the United States. A vast library of data serves as the backbone for Amica’s value propositions, and the organization relies on data analytics to provide customer solutions.

Consistent decision-making meant that Amica’s representatives needed real-time access to data. But a variety of tools and team-specific workflows meant that integrating multiple data points into Amica’s core applications required highly customized connectors. A thorough audit of that architecture revealed that a custom development would be costly and time-intensive, tying up IT resources for months or even years.

Amica’s data leaders decided to pursue a more scalable approach, partnering with Strategy with a clear goal: to deliver a unified view of critical, governed, real-time data across a variety of business apps and screens.

“Our mission is to create peace of mind and build enduring relationships with customers. We serve them by analyzing the data to ensure we make good business decisions with our customer focus in mind.”

Anthony Noviello
Senior VP & Superintendent, Sales & Client Services

The Strategy: Democratizing Data Access with Strategy AI

The Foundation

Amica incorporated Strategy AI into representatives’ daily workflows, injecting AI-powered, contextual insights directly into the applications used every day, like Salesforce and Outlook.

The Solution

The interactive AI pop-ups meant that users no longer needed to switch between systems or screens. Instead, they could easily track critical KPIs to tailor customer value propositions, instantly gaining a broader, real-time view of each customer interaction.

The Differentiation

Strategy’s AI solution enabled Amica to deliver a higher-quality customer experience by eliminating the need to manually search for details across systems and hyperlinks. It also connected teams by surfacing governed insights consistently, regardless of individual workflows or tools.

The Application

Across the organization, Strategy AI helps expedite calls, reduce manual searching, and improve overall satisfaction. Amica’s claims agents use them to seamlessly track claim information, communicate relevant limits, and deliver direct support, while Sales teams use them to identify cross-selling opportunities for pre-qualified accounts in real-time.

“Strategy AI proved a huge shortcut, enabling us to share relevant insights and trusted data with representatives. It gives our claims, client services, and sales teams the information they need to provide high-quality customer care, without the high price tag and long timeline it would take to integrate systems.”

Ray Zientara
Assistant Vice President & Head of Enterprise Data Solutions

Faster Service, Smarter Decisions, and a Scalable Future

The Impact

Amica strengthened its customer service operations by giving representatives faster access to the data they need. With governed insights available inside their daily tools, teams resolved inquiries more efficiently and delivered more personalized support. In one example, Amica generated new revenue by helping representatives identify when customers qualify for umbrella policy opportunities.

The Future

In partnership with Cambridge Mobile Telematics (CMT) and powered by Strategy, Amica launched the StreetSmart app. This solution will offer policyholders personalized insights and discounts to encourage safe driving. Amica has also begun modernization efforts to enhance self-service, including updates to dossiers and library experiences and expanded use of cloud technologies to process larger datasets more efficiently and at scale.

The Long-Term Vision

Amica’s long-term strategy centers on making high-quality data available to every employee, regardless of technical background. By adopting modern, Strategy-powered solutions and removing traditional bottlenecks, Amica delivers analytics experiences more efficiently and at lower cost.

“Part of our data strategy is to get consumable data into the hands of our end users as quickly as possible. Strategy plays an important role in our ability to democratize data for the broader Amica team.”

Christina Perfetti
VP, Actuarial