SouthWiRED 2014

A Fortune 50 Company's Insourcing Journey  As the number one auto insurer, State Farm has an obligation to its millions of policyholders to provide extraordinary customer service across multiple channels. The digital channel has experienced exponential growth in recent years, and State Farm decided it was time to own the digital experience rather than rely on various agencies to create that experience. Since outsourcing digital experience design had been the pattern for years, it was necessary to start from scratch. The digital effort had no resources, no tools, and not even a place to sit. This case study provides an overview of the journey, from what motivated the decision to selection of a location, and the vendor knowledge transfer. The journey taught many lessons about people, space, and operations that others may find useful when beginning a journey of their own.