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As customers seek out tailored policies from insurers and expect quick turnarounds, agencies need experts, not data processors. Clients need to know that the agency team not only is knowledgeable about coverages but also is committed to communicating clearly and consistently. A strong commitment to communication helps agencies build trust among clients and ensure long-lasting relationships.

Behind the scenes, customer service relationships are enhanced by technology that can ensure that an agency also hires, trains, and retains talented employees. At Overmyer Hall Associates I started with hardly any knowledge of insurance. Training with Applied University made it easier for me to become immersed in my role quickly and confidently, especially because I was learning about insurance simultaneously. The agency has growing surety and personal lines departments, but the majority of our business is commercial lines. I assist in servicing accounts by issuing certificates, making change requests, processing endorsements, checking policies, and helping with other client needs.

A strong commitment to communication helps agencies build trust among clients and ensure long-lasting relationships.

In the past year, with four assistant client managers and a growing book of business, the agency started to pool more day-to-day tasks among all four assistants. To help us do that effectively and quickly, the client managers created a shared email address that clients use to submit requests for certificates. Now we can process these requests quickly, and clients know that, whenever they email our team, they will receive a response within an hour. This takes the worry out of sending requests when an assistant is out of the office.

Read the full article on RoughNotes.com.