Case Study
Arc Solutions Provides a centrally controlled operator center solution to Heffernan Group

s o l u t i o n s

The Challenges With an overall emphasis on customer service excellence, communication both internally and with customers has always been a key element to the success of the company. Whilst effective, this solution was not ideal as the company’s main aim was to ensure that all customers were dealt with personally by the operators. Having separate telephone systems serving each site also provided challenges, with the infrastructure being inflexible and a high systems management overhead. It also meant that operators had to be deployed to cope with the incoming traffic of that particular branch office, with no capability to share the load with other offices in busier times. Heffernan therefore decided to move to a single centralized communications platform, serving all sites. They chose Cisco Unified Communications technology as it delivered the power, flexibility and reliability to serve the whole business and its customers, both now and in the future. Whilst this provided an excellent platform for unifying communications across the enterprise,

Profile Heffernan Insurance Brokers, formed in 1988, is one of the largest independent insurance brokerage firms in the United States. Heffernan provides comprehensive insurance and financial services products to a wide range of businesses and individuals. Headquartered in Walnut Creek, California, Heffernan has a number of additional offices across the US. An industry leader, Heffernan is ranked highly for its presence in the insurance industry, and for its commitment to philanthropy in the communities it serves. The company has built its reputation and success as a leader in niche practice business, with a foundation in nonprofits, technology, healthcare, hospitality, construction, and property