OneView
Hagerty's CRM for agent workflows, which reduced call times and improved customer service with an intuitive, user-friendly interface.
Overview
Hagerty’s legacy servicing systems were outdated and fragmented. Agents relied on multiple disconnected tools to locate and update customer data, resulting in long call times, inconsistent records, and inefficient workflows.
My goals were to:
Understand how agents navigate between systems and identify key friction points.
Evaluate usability needs for a unified “single pane of glass” CRM experience.
Validate whether consolidating tools would meaningfully improve call efficiency and data accuracy.
Objectives
Create a single interface to centralize customer info and reduce the time spent navigating between platforms.
Replace the outdated Drivetrain system with a modern, accessible CRM, simplifying the experience for all agents and setting a standard for future servicing applications.
Key Challenges
Before OneView, agents relied on multiple outdated systems to gather information for each client interaction. This led to duplicated records, disconnected data, and lengthy call handling times.
By introducing a de-duplicated, identity-resolved search, OneView aimed to make customer interactions smoother and more efficient while reducing errors and manual rework.
Core Features
Now, OneView includes features to support servicing and relationship management:
Efficient Search Experience
A search feature that returns identity-resolved records based on specific data points, allowing agents to locate and verify customer information accurately.
Single Record View + Deep Linking to Source Systems
Displays demographic, account, insurance, and product data in a consolidated view, giving agents instant access to customer details without switching between systems. Additionally, these solutions link directly to related records in core systems such as Drivetrain, Salesforce, etc.
New Record Creation
Supports the creation of new person or entity records, ensuring future scalability as Hagerty moves towards a master data management approach.
Internal Testing and Validation
To ensure OneView met real agent needs, we collaborated with Member Servicing Center representatives, gathering feedback throughout development. Usability testing showed a 10% improvement in call handling speed, as the unified interface reduced task complexity and enhanced access to critical data.
Outcomes
OneView serves as a foundational tool for Hagerty’s future as we expand our product and service offerings. By consolidating multiple systems into a single interface, OneView empowers agents to serve clients more effectively, improving both the efficiency and quality of customer interactions.
I designed solutions that implemented:
Identity-resolved global search, merging duplicate records automatically.
Consolidated “Single Record View”, integrating all demographic, account, and product information.
Deep linking to legacy systems for audit trails and traceability.
Inline action modules to handle the most common servicing tasks directly within OneView.
Business Impact
After implementation and testing, early pilot data showed:
10% reduction in average call handling times
Fewer duplicate records across CRM databases
Increased agent satisfaction with a more modern, cohesive interface
OneView became a model for future internal applications—proving that well-researched, user-centered CRM tools can dramatically improve both employee efficiency and member experience.
