Patchboard's proposal to Penhallow Mutual. Six contact centers and 2,400 advisors move onto one customer thread, one center at a time, with no center going live in storm season.
We sat with advisors in Omaha and Tulsa in September. This is what they said, tool by tool.
"I've got five screens open and the customer's in a sixth."Advisor, Omaha, eleven years
"If it came in by text, I can't see it on a call. Full stop."Advisor, Tulsa
"Half my calls start with 'I already sent that.'"Team lead, Omaha
"Most of my transfers happen because I can't find the note."Advisor, Tulsa, two years
"Claims calls me to ask what the customer told me."Supervisor, Omaha
All four figures come from Penhallow's March contact volume report.
Drag a cord from a channel down to the advisor desk, or tap the channel. Each patch pulls that channel's history into one thread for Corinne Abara, a Penhallow homeowner with a roof leak, and moves the three numbers your floor lives by.
Pull a plug down into the desk
0 of 6 channels patched
Tools open on the advisor's screen 5
Pick a story and step through it. On the left, the same week in today's five tools. On the right, the same week in Patchboard.
Every contact opens a new ticket in whichever tool it arrived in.
Every contact joins the conversation already open.
Grace Adeyemi's kitchen floor, on the day it flooded. Keep scrolling.
Water under the dishwasher. Grace sends a photo from the Penhallow app.
1 of 6We build the board first, then move the smallest center, Boise, and learn from it. Each center after that goes live on a Monday, outside Penhallow's hail freeze from May 1 to June 15 and the hurricane freeze from August 15 to October 15.
Boise goes firstIt's the smallest center at 280 advisors. If it misses the go-live criteria we agree in January, you can stop there.
The old tools stay warmEach center's old tools stay switched on for 30 days after its go-live, so nothing is lost and nothing is rushed.
A storm pauses the planIf a catastrophe event opens, we hold the next wave until the claims surge clears, at no cost to Penhallow.
Ruth, Chief Operating Officer
Easier, and you can see where. Today an advisor spends about an hour of a seven and a half hour shift searching tools and another 34 minutes on transfers and holds. Patchboard gives most of that back to customers and to coaching, and schedule adherence rises because forecasts finally see every channel.
One advisor's shift, 450 minutes
Marcus, Chief Financial Officer
Cost per contact falls from $8.75 to $6.24 at last year's volume, mostly from shorter handle time, and five licenses come off the books as each center moves. Keep any tool you want, and its license stays on the bill. The math updates as you choose.
Licenses retired at the last go-live
Priya, Chief Information Officer
Yes. Each center cuts over overnight with both systems live. Patchboard shadows every call before it takes one, numbers port in three batches, and one switch sends calls back until 05:30. Scrub through Boise's cutover night.
Helen, Chief Customer Officer
Repeat contacts fall from 31 percent to 17 percent once every channel is patched, and the complaints that come from repeating yourself fall fastest. Tap a complaint to see what changes for it.
Complaints per 10,000 policies, 14.2 in all
Jonah, Keisha, Tomás, Lars, Bea and Simone, site leads
Three weeks of training before each go-live, in short blocks so no shift loses more than a handful of seats. Pick your center and set the training hours per advisor. We recommend twelve.
Training hours per advisor
Every line drops on its own and tells you what changes. The page opens on the configuration we'd sign, $4,300,000 over three years.
The price on this page holds for the full term. Renewal rises no more than 4 percent, and we'll tell you 120 days before it does.
Each center's seats bill monthly from its go-live month. Nobody pays for a desk that isn't answering.
Calls are covered at 99.99 percent a month. Below that, we credit 10 percent of that month's seat fees for every tenth of a point missed.
Every contact, recording and note exports in open formats on any day of the term, and for 90 days after it ends.
If Boise misses the go-live criteria we agree in January, you can end the agreement and pay only for the board build and Boise's seats used.
No center cuts over between May 1 and June 15 or between August 15 and October 15, and any declared catastrophe pauses the next wave.
We'd rather you read these here than discover them in month four.
Can Omaha's toll-free numbers port before the hail freeze starts on May 1?Your carrier hasn't confirmed. If not, Omaha moves to November, as planned now.
Who owns the claims portal's message history after cutover?Claims IT and the contact center both have a case. We need one owner by the January kickoff.
Does Hartford's schedule agreement need 60 days' notice before forecasts change shift patterns?If it does, Hartford's training starts in December.
Will compliance want to review quality scoring before it's switched on?It only matters if Penhallow adds Quality AI. We'd plan for a review either way.
Sign by December 11, 2026 and Boise's practice board opens on January 4. Drag the plug into the Penhallow jack, or use the button.
Drag the plug into the jack