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Bold Penguin × Census

How Bold Penguin reduced support response times from 24 hours to 30 minutes with operational Slack alerts

With With Eric Bloedorn, Director of Product Management at Bold Penguin

With easier access to customer and product data, Bold Penguin created automatic alerts that enabled its Customer Success team to act quickly on common issues, reducing response times from 24 hours to 30 minutes.

Stats

Industry:  Insurance
Headquarters: 
Company type:  B2B
Team:  Customer Success
Use cases:  Real-time alerts
Featured integrations:  Google Sheets, Intercom, Redshift, Salesforce, Slack

Summary

Bold Penguin is an insurtech company supporting commercial insurance carriers and agents. They offer a quoting platform paired with a commercial insurance exchange that helps agents match businesses with “the right quote in record time.”

At Bold Penguin, the Business Intelligence (BI) unit supports teams like Marketing and Customer Success by getting them the data they need to operate effectively. As their company grew, they needed efficient ways to move and manipulate data. The company, which aims to reduce friction in procuring commercial insurance, was experiencing significant friction with making their data accessible to the teams who needed it.

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Results

What are the results of using Census and the business impacts on the customer?

  1. Reduced support response time for partner issues from days to minutes

  2. Allowed business analysts outside the BI team to set up their own data connections

  3. Automated marketing segmentation to enable targeted campaigns

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