1 Stop Financial Service Centers of America is a non-traditional insurance company with 19 locations in central Texas. They were struggling with their previous VoIP provider which could not reliably distribute calls to agents or handle high call volumes from various marketing campaigns. 1 Stop considered building a call center or finding a more scalable service. They chose Fonality's hybrid-hosted solution which quickly and reliably distributes calls to available agents anywhere. This has helped 1 Stop save hundreds of thousands in payroll costs while still providing excellent customer service.

1. FONALITY CASE STUDY
1 Stop Financial Service Centers of America
THE COMPANY
1 Stop Financial Service Centers of America markets auto, home, business, and Client Testimonial
travel insurance from nineteen locations throughout central Texas. Their trend setting,
non-traditional marketing approach and world-class customer service are helping
them to change how insurance is sold.
“ As a non-standard insurance
company, we pride ourselves on
innovation and operating at a higher
level than others within the industry.
From our marketing campaigns and
SITUATION customer service to our signage, every
aspect is meticulously thought out
Connect and improve communication between 60 employees in two offices in West and orchestrated. Adding Fonality was
Virginia. Every call counts at 1 Stop Financial Service Centers of America. Revenue simply another step in solidifying our
growth is based on the company’s ability to have agents available to take calls and
make competitive quotes in real-time.
trend-setting presence in the industry.
”
Rosario “Chayo” Salinas
Vice President of Operations
1 Stop adopted web-based software to help agents make fast, accurate quotes.
1 Stop Financial Service
They chose Voice over IP telephony (VoIP) to easily integrate customer calls with Centers of America
1 Stop’s web-based applications. However, 1 Stop’s VoIP service provider struggled
to equitably distribute calls between their nineteen office locations. Additionally,
it was unable to handle the call volumes generated by 1 Stop’s radio, television,
print, and web-based marketing. The result was dropped calls, fewer quotes,
and slower revenue growth.
1 Stop was at a crossroads. They could:
▪ Purchase more equipment, add staff, and build a call center
▪ Implement a reliable, scalable service that would enable them to use existing equipment and staff
to handle increasing call volumes
1 Stop Financial Service Centers of America chose a service. That service is Fonality’s hybrid-hosted solution.
SOLUTION
Fonality’s hybrid-hosted has helped 1 Stop Financial Service Centers of America quickly and reliably distribute calls to available
agents in any of their nineteen office locations, their homes, or even on the road using their mobile phones. As a result, every call is
answered and 1 Stop has saved hundreds of thousands of dollars in unnecessary payroll and benefits packages.
Fast reliable call distribution isn’t the only benefit Fonality delivers for 1 Stop. It also helps them:
▪ Monitor agent activity from any Internet-connected location
▪ Create and modify call routing in real-time to accommodate increased call volumes
▪ Gauge marketing campaign success using CDR Mapping and other reports
▪ Eliminate the need for increases in staff
Fonality is helping 1 Stop Financial Service Centers of America change how insurance is serviced and sold.
To discover how we can help your business grow, visit fonality.com or call 877-FONALITY F ON ALI TY C A S E S TU D Y