Progressive

Progressive faced the challenge of transforming and transferring its on-premise operations to a cloud platform, emphasizing its telephony systems.

The initiative required developing a robust infrastructure using tools like Voiceflow, Lucidchart, and Visio. This process included strategic planning sessions with senior stakeholders to map out the existing technology infrastructure. Additionally, collaboration with Google partners was essential to identify solutions that addressed Progressive's pain points and reduced overall costs.

The ultimate goal was to modernize Progressive's technology infrastructure to improve efficiency, scalability, and the customer experience.

Our Solution

• We migrated key functions from a Windows-hosted on-premise solution to Google Cloud solutions, effectively reducing costs and improving efficiency.
• Successfully migrated to Google Cloud solutions with Dialogflow ES & CX, Google API, Vertex AI for generative AI ops, and designed a custom source control system for Progressive's infrastructure.
• Enhanced the monitoring system and testing infrastructure by upgrading and fixing their Hammer call master servers, ensuring more reliable performance.

The Outcome

Optimized 63% of their call center operations, benefiting 61,000 employees and 8.1 million customers per month.

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