About State Farm Mutual Automobile Insurance Co.

State Farm’s L&D department implemented a knowledge management solution to support its sales force and call center representatives. Their online resource makes it easy to find consistent and understandable answers to common questions, resulting in fewer calls to their underwriting contact center. This was a collaborative cross-functional effort led by L&D to address a business challenge. There have been over 500,000 views of the content in the first three months, resulting in improved efficiencies for the sales force and underwriting contact center.