How Agencies Can Use Mobile to Meet Customer Expectations
Technology in our space is finally catching up with consumer demand and expectations—and that’s exciting. Our goal as agencies and brokerages should be to achieve full capability to do anything transactional (vehicle changes, driver changes, paying a bill, filing a claim, etc.) via mobile technology. As vice president of Hill & Hamilton, I have overseen the implementation of Applied Mobile and CSR24, which is helping our agency achieve this goal.
Out of the office
Our team primarily uses Applied Mobile for the opportunities piece of Applied Epic. One of the biggest benefits of our transition from Applied TAM to Epic was the opportunities section, which syncs with Applied Mobile. That was huge because our producers are responsible for developing opportunities and inputting basic information into Epic to produce a commercial application before that information is turned over to an account manager to market it to our carriers.
Being able to offer an answer quickly provides a more robust client experience, which helps improve retention.
Prior to the implementation of this new mobile technology, producers had to be in the office. The lack of adequate technology solutions forced them to spend a disproportionate amount of their time at a desk. They would go out and develop relationships, but there wasn’t a solution that allowed them to be out of the office more than they were in the office. To keep the process moving, they had to get back into the office, sit in front of the computer, input all the information, input the opportunity into the agency management system, and produce the application before they could hand it over to an account manager. Being able to get basic information that is specific to each opportunity into our system via mobile enables them to spend more time outside of the office developing relationships.
Read the full article on RoughNotes.com.