Partnering with CXperts & Fullstory to improve agent UX

How a part-time Fullstory analyst helped The Andover Companies find 70+ issues in its agent portal in under a year.

The Andover Companies, a nearly 200-year-old provider of business and personal insurance products through a broad network of independent agents and brokers, invested in the Fullstory analytics platform to better understand areas for improvement within its agent portal. The internal team that manages these portals sought additional expertise and support to efficiently and effectively extract customer behavior insights from Fullstory.

The Andover Companies maintains a small and agile DX team that faced a familiar challenge of managing multiple priorities with limited resources. It didn’t need a full-time analyst or team, but rather the part-time support of a seasoned digital analyst with Fullstory proficiency to dig into business questions, identify issues and measure impact on a continual basis.