Improving Insurance Service

The insurance industry is a rapidly changing market facing restructuring, the need for additional offerings and an increased commitment to customer service. This is true not just at the corporate level where they have been dealing with this for some time, but increasingly at the agency level. The challenge presented at all levels of the insurance industry is how to manage customer information in a way that will increase operating efficiencies, lower operating costs and allow Customer Service Representatives to communicate with their customers in a amore timely and accurate manner.

Those in the insurance sector seeking to leverage technology to enhance their operations will find the ability to implement more efficient business processes, increase employee productivity, lower operating costs and increase customer satisfaction is available today. At the agency level, existing agency CRM applications can be enhanced to leverage the power of a of strong information management practices, minimizing the need for paper files and enabling the storage of electronic files in a standard and consistent manner.

In this way, they strengthen their market and leadership position within the industry and communities they serve. Customer service and satisfaction will rise as a result of information being available on-line and accessible at the desktop rather than the Customer Service Representatives having to place the client on hold while they manually search through file cabinets in hopes that the information being sought is where it should be at the time it is needed.

How is your agency preparing for change?

Bob Larrivee -- AIIM