DisCONNECT: 5 reasons agents aren’t giving you their business
Written By: Bryn Saunders, Product Marketing Manager
Connectivity drives business, plain and simple. Now more than ever before, agents and brokers are basing placement decisions around carriers that offer a simplified and streamlined workflow (1). In short – the new generation of distributors wants you to make their life easier. In return, they’ll give you more business.
That being said, it’s easy to miss the mark when it comes to connectivity. Blame it on legacy systems, lack of technical expertise, or simply no middleware to communicate with multiple vendor systems – connectivity is easier said than done.
Have you fallen victim to one of the following?
You make servicing policies a pain
Your agency customers spend all day, every day, servicing policies. The question is: Are you inadvertently making it more difficult for them to service their customers? At the end of the day, your agents need (and expect) any number of transactions to take place in real-time, especially when it comes to policy, billing, and claims.
Data entry, data entry, data entry
"I love entering the same information over and over again"…said no agent ever. Agents know there’s an easier way to bridge personal and commercial lines data for quoting or remarketing purposes. The question is whether you’re providing them that service in the first place.
Password management meltdown
Most agents are managing multiple carrier credentials at any given moment. When you consider the fact that most IT help desk calls are related to password resets, it makes sense that agents are frustrated. Now imagine being able to reduce those calls to zero, and during the process, increasing agent satisfaction.
Searching vs. Servicing
Sharing policy- or claim-related documents should be simple. Rather than making agents work or “pull” this information from your company portal, try implementing a “push” scenario where you upload that information directly into their agency management system. That way, agents spend less time searching, and more time servicing customers.
We’re all special snowflakes, except for when it comes to workflow. In that case, it’s best to follow the crowd. A carrier that requires different agency processes for individual transactions can actually increase the workload for agents. How? Producers and CSRs need to remember different workflows for different transactions for different carriers, which is tedious and error-prone.
It’s easy to miss the mark when it comes to connectivity. Luckily, getting back on track isn’t as difficult as you might think. By implementing a culture of connectivity, you pave the path to ease of doing business (EODB) and set yourself up to become a carrier of choice.
To learn how you can streamline your agent experience, visit:
(1) Source: PC360