When it comes to choosing a product or service, your customers ultimately want convenience, relevance, choice, and most importantly, a trusted brand like yours. Building that trust goes beyond simply providing the products they need; your customers also want a brand they can feel invested in.
In 2016, we set a goal to expand our Affinity partnerships. We were looking to create a tool to make it easier for our agents to manage and support our growing list of affinity groups.
We looked at how we could make our existing processes more efficient. At that time, our agents were logging into call center software, a customer management system, and our rater and agency management system. This became a 13-step process to quote and bind a customer in order to maintain the branded experience for our affinity groups - and that’s not counting the extra steps agents needed to take to actually obtain affinity rates.
Improve customer retention with cross-selling
May 15, 2020
While many insurance agencies are focused on obtaining new customers, it’s no secret that customer retention is crucial to a business’ continued success. Studies show that increasing your customer retention rates by just 5% can net anywhere from 25% to 95% more profits. Meanwhile, it’s a common refrain in sales that attracting a new customer costs 5 times more than retaining an existing one.
Historically, the insurance industry isn’t exactly known for embracing new technology. It’s been riddled with old technologies, siloed processes, complicated custom workarounds, and legacy mindsets. Recently, however, this slow-to-adapt culture has finally come around to the digital transformation.
Transitioning to remote work: A case study
April 14, 2020
The number of people working remotely has been rising steadily in recent years. Between long commutes and an effort to achieve work-life balance, more and more companies are making the transition to allow (and in some cases, encourage) employees to work from home, either part- or full-time.