Trucordia Connected Workflows and Created More Time For Clients

Challenge: Drag from manual handoffs and disconnected tools

Trucordia has hundreds of offices across the country, but the organization focuses on giving clients local service.

Internally in the Midwest office, they were spending more time than they realized working through their own processes. It wasn’t clear they had a challenge until they saw what was possible with AMS360, says Holly Sutherland, agency management coordinator at Trucordia.

Not all of their tools were able to communicate with one another, and staff found their own ways to work around the limitations. One staff member’s organized spreadsheet might clash with another’s reliable notetaking system. Manual document handoffs took time and energy.

“We were experiencing drag between trying to get information in and out of our AMS, and it took time to have to go and attach a document or find a solution around the system,” Sutherland says. “Once we moved to AMS360, we connected those dots.”

After the launch of AgencyOne, Sutherland saw the potential to build upon AMS360 and continue to improve efficiency at Trucordia. “It was the time savings, being able to do things a lot faster, being able to standardize workflows and have the information accessibility of the dashboard,” Sutherland says. “Our agency reached out to our corporate and said this is something we wanted to investigate.”

Implementation: Custom dashboards helped change work habits

Sutherland had seen what Trucordia would be capable of with AgencyOne. After seeing a demo of the platform, she knew it could pull data where servicers needed it and that staff could personalize the layout of their dashboards to make sure they could instantly see the information most relevant for their roles. But she also needed to build excitement among her team.

AgencyOne’s customizable dashboard puts data front and center for servicers to see client information on one screen without having to change view options or run reports. She saw how renewals could change once they were able to connect the web of information sources: Data from clients, carriers, and producers could all come together without manual data entry.

“Nobody likes change,” she says. She initially got only one volunteer to start using AgencyOne, so she held a demo for the staff.

I showed them what the dashboard had, and by the end, every single person had raised their hand and said, ‘Sign me up.’”

_{Holly Sutherland, agency management coordinator at Trucordia}

Solution: Fewer screens, less data entry, and better visibility

Connecting their technology gave staff more visibility and control over their work, reduced manual effort, freed up time for better client service, and positioned the business to keep evolving without creating the same operational drag again.

Servicers gain more control

With AgencyOne, servicers at Trucordia navigate everyday processes with more agility and control. Data can move into and out of the AMS more easily, whether it comes from a client, producer, or carrier.

Servicers are able to prioritize what needs attention at the moment but also get a 60- or 90-day snapshot of what’s coming up.

Having a customizable view of their day is helping them feel that they have power over their work,”

_{Holly Sutherland, agency management coordinator at Trucordia}

Staff time savings turn into client wins

The time Trucordia’s Midwest team is saving is already adding up and turning into time that servicers can spend with clients.

Vendor integrations are making information more accessible and speeding up workflows. Team members can now share data across solutions, and tasks like copying information out of an email went from time-consuming manual tasks to automated ones.

By shaving off small steps in tasks that get repeated throughout the day, servicers wind up with more time that can be spent on strategic tasks or having more time with their clients.

“Any time we can give back to them and give that personal touch—more interaction, more conversations, being able to provide better service—that makes a huge difference,” Sutherland says. “Our employees try to shove a lot into a small amount of time, so for them to be able to have even 5 minutes back in their day, over time that adds up.”

Integration makes Trucordia future-ready

Sutherland’s office focuses on the Midwest region, but Trucordia has locations across the entire country. Sharing information across locations became easier. “We could all work cohesively in one platform. Our agency can be further along in implementation than someone else’s, and we can all collaborate and work together in the same system,” she says.

The office is now ready to integrate essential business solutions from other providers and has the flexibility to adopt new technology as needed without disrupting the work they do every day.

“Business needs change, technology changes. As you grow and you evolve, you have to also evolve and grow your systems to meet that need,” Sutherland says. “I feel like over time, new things will be developed, new products will come out, so I think it’s ever-changing. The possibilities of new integrations are endless.”