the leading authority on insurance agency productivity, technology & profits
As expected, just a few months after Applied Systems purchased Artizan Internet Services, they have announced final integration of their online customer service tool, CSR24, with Applied TAM and Epic. With the integration, the CSR24 system will be able to access client policy data from either system and post it through a secured connection to Artizan’s servers. The data will then be available online for staff and policyholders. The … [Read more...]
In October 2009, 57 hard drives containing video and audio files related to coordination of care and eligibility telephone calls from providers and members were stolen from a leased facility in Chattanooga, Tenn. that formerly housed a BlueCross BlueShield call center. The video files were images from computer screens of BlueCross BlueShield customer service representatives and the audio files were recorded phone conversations from January 1, … [Read more...]
I recently discussed the need for agencies to take steps to "create a plan to survive these difficult times.” One of the steps I recommended was to communicate with clients. I suggested that you be proactive in providing them "extra information and services that will help them manage their business better.” Over the last couple of months, I have thought even more about how important it is to be proactive with clients. As I said earlier, … [Read more...]
One of my passions is helping insurance agencies be successful and profitable. As I mentioned in my editorial last month, the current economic conditions have some agency owners questioning their ability, at least over the short term, to be both profitable and successful. In today’s economy, it’s extremely important for you to distinguish yourself by selling your value. Sometimes value is how an agency utilizes technology to improve internal … [Read more...]
I've been reading quite a bit lately about how to create a customer experience that will WOW clients and keep them coming back for more. When I ask agents what they do to create these types of experiences for their clients, most have a difficult time answering. While most agents say they provide "good customer service," many can't define what that actually means for their agency. For whom should you try to create these exceptional experiences? … [Read more...]
“In the 21st century, it isn’t what you do that matters most. In fact, if you line up all the winners in business today, you will notice that few win by what they make or do. If you make something new (or just better, faster, and cheaper), the competition quickly comes up with a way to improve upon it and deliver it at the same or an even lower price. Customers instantly compare price, features, quality, and service, effectively rendering … [Read more...]
