Bluefire Insurance Implements for Customer Engagement  

The new platform consolidates Bluefire’s customer experience across multiple core administration systems.

(Image source: Bluefire homepage.)

Bluefire Insurance (Bluefire) (Irving, Texas) has implemented the Customer Engagement Platform of’s (Sacramento, Calif.), a provider of cloud-based, customer engagement solutions for the insurance industry.

Bluefire is a managing general agency (MGA) formed from a network of compatible agencies offering a wide variety of innovative insurance solutions across multiple states. The company says it aims to provide outstanding products, best-in-class claims handling, and top-notch, personalized service. Bluefire was founded through a series of acquisitions which resulted in the company’s business being run on multiple, disparate core administration systems.

“Our policyholder data was spread across a number of different systems,” comments Lola Misicka, VP. strategic project delivery, Bluefire. “ helped us to unify the customer experience under one platform and streamlined the customer journey for the Bluefire brand. It also gave us the ability to see all of our customer data consistently and immediately. Our customer behavior patterns and metrics are now available at our fingertips.”

Steve Johnson, Co-Founder and Head of Product,

Single Solution for Customer Engagement

As part of the implementation, reports that it was able to solve Bluefire’s need for a holistic policyholder solution. With various legacy core systems and multiple vendors providing services, the customer journey was unnecessarily complicated, the vendor says. says its Customer Engagement Platform streamlined the experience by bridging all of Bluefire’s existing systems to provide a single solution for customer engagement, including a customer portal, integrated voice response (IVR), recurring payments, electronic documents, reporting and analytics modules, and more. The rapid implementation was completed on-time, on-budget, and with no disruption to Bluefire’s business processes or IT resources, according to the vendor.

“Bluefire needed an entirely new customer experience,” comments Steve Johnson, co-founder and head of product, “We provided a SaaS, cloud-based solution which enhanced their customer journey and didn’t require them to replace any of their existing core systems. It’s a relationship which we look forward to growing in the future.”

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Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at or (503) 936-2803.

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