Recently we had an opportunity to speak with Ramakrishna Mantha, the Technology Director at State Farm Insurance about State Farm Mobile App
Please share with us the backstory of what motivated you to create this app.
State Farm is committed to providing service to our customers anytime, anywhere, in any way they choose. Our teams identified a need to create a mobile app to leverage the speed, accessibility and simplicity a mobile device provides. Mobile technologies are a perfect complement to the State Farm agent and our existing website.
What features do you hope to roll out to your app in the future?
2019 has a robust roadmap focused on improved messaging, auto and home maintenance alerts, and other ways to allow users to self-serve.
What has been the most rewarding aspect of the creation of this app?
The year over year growth of the app shows us we are helping our customers with their needs. The customer is showing us their appreciation by downloading, using and complimenting the app.
"I love the new design of the State Farm app! It's so easy to use it to pay my bill, call for help or submit a claim. It's the next best thing to having an agent at my fingertips."
Cmauseth (App Store Review)
"This app is fantastic and literally give everything at your fingertips."
-LilBill56 (App Store Review)
What is the coolest or most innovative feature of your app?
Conversational Claims Loss Reporting with end-to-end processing capabilities. Our application allows our customers to report their insurance claim directly from their device in an effective and customer friendly conversational manner. Once reported, the user has multiple self-service options throughout the lifecycle of their claims including:
• Reserving rental cars
• Selecting a repair shop
• Uploading documents
• Uploading photos
• Selecting method of payment
• Monitor claim status
• View claim payments
What surprised you most in your journey to create this app?
Team growth. The team listens to feedback and adapts quickly. Learnings and enhancements drive monthly continuous delivery at a previously unseen pace. Team pride in the work shows through in the improved customer experience.
Which other mobile apps or technology have inspired you?
AI and geo-tracking technology. We are investigating how to most effectively leverage this technology in future iterations.
Do you have any recommendations or advice for others wanting to create a mobile app?
Encourage your team to innovate intentionally but iteratively. Understand your user and their core needs. Start small and innovate fast. What do they want? What do they use? That's where your wins are.
How did you decide which platforms to release your app on and do you plan on releasing your app to other platforms?
We looked at industry and customer patterns and trends related to devices and platforms. We continue to monitor customer use and feedback; however, at this time we have no plans to release on other platforms.
How is your app different than the rest of the market? Which unique need does it fill?
At State Farm we have both bank and Insurance customers, and we strive to provide a seamless solution for the needs of both customer groups. Our app provides a single place for customers to manage banking and insurance needs - all in one tool. This includes deposits, claims, bill paying, service requests and towing to name a few.
As an additional benefit of being a State Farm customer, we have also added “Community Offers," which provides products, services and experiences at a discount in your local community.
You can view State Farm Mobile App here
For more information, visit: https://www.statefarm.com/customer-care/download-mobile-apps