Pilot Catastrophe Services

Pilot Catastrophe Services is an independent insurance adjusting firm headquartered in Mobile, AL, with additional offices in Dallas, TX and Hudson, OH.  Pilot has established itself as the most knowledgeable, trusted and reliable catastrophe claims processing operation in the United States.

Problem (Opportunity)

Agents in the catastrophe service business are responsible for more than just resolving client issues.  They’re on the front lines delivering the services necessary to help disaster victims recover as fast as possible. Pilot Catastrophe Services wanted a way to streamline and automate it’s previously cumbersome, manual, and error-prone process for it’s agents. In doing so, they hoped to scale their dynamic catastrophe-driven business and help those affected by natural disaster get back on the road to recovery quickly.

Tools Selection

Pilot Catastrophe Services chose ServiceNow Customer Service Management (CSM) to streamline processes and connect teams to deliver an effortless service experience and respond quickly and efficiently in times of major catastrophes and natural disasters (i.e., hurricanes).


Pilot Catastrophe Services partnered with Milestone to implement their “Pilot Services On-Demand” solution. Built using CSM from ServiceNow, Pilot Catastrophe Services can now deliver an effortless service experience to its adjusters.


Customer Service Management has enabled us to create a flexible, dynamic solution (“Pilot Services On-Demand”) that streamlines and automates service delivery by providing visibility, accountability, accuracy and efficiency.

ServiceNow Customer Service Management has helped Pilot Catastrophe Services to:

  • Overhaul business processes to serve customers faster
  • Provide visibility into service levels and key metrics that were previously unknown
  • Define a process that scales, keep employees accountable and eliminates manual processes

We have harnessed the power of ServiceNow Customer Service Management to realize a 60-70 percent efficiency savings via our “Pilot Services On-Demand” solution. With CSM as the backbone of our solution, we have streamlined our processes, eliminated errors, duplication of efforts and manual labor. All of which has allowed us to scale our dynamic catastrophe-driven business to get those affected by natural disasters back on the road to recovery quickly.

– Jim Edens, Director of Operations, Pilot Catastrophe Services


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