Consumer reports indicate that insurance customers, both consumer and commercial, increasingly want to understand the policy and protection they are purchasing, and they want to trust the company who is selling it to them. To build trust, insurers, and their agents, needs to provide a clear, easy to understand, yet thorough answer to consumer. In other words, transparency.
A starting placing for journey is customer relationship management (CRM) software. CRM is a tool that allows insurers and broker/agents to build trust with clients and to assist clients’ in their understanding of filing claims, determining risk and ultimately choosing their insurance coverage.
Here are a few tips to remember when leveraging CRM for client relationships.
Employ the cloud
Since agents are not always at their desk, choosing CRM software that is secure and cloud accessible helps keep agents up-to-date with the latest policy changes and client information. With CRM software, you won’t miss customer calls, emails or texts and you will be able to answer client questions with speed and accuracy regardless of your location.
Choose a single platform solution
Customer relationship management software streamlines the claims process for the insurer by providing all of the necessary client information through a single point of access. For risk management purposes, each staff member’s dashboard can be customized with only the data and information necessary to fulfill their role. Small and mid-size insurers can customize the platform, choosing only the portals they need.
Secure your team’s communication
For small and mid-size insurance organizations, communication is key. Select staff access updated information immediately and message one another through a single, secure platform.
Deploy management software
Risk management is more than a regulatory requirement, it strengthens client trust and company reputation. When deployed as part of a single-platform customer relationship management strategy, risk management software protects client information and the client relationship.
Clients choose small firms because they prefer a personal connection with an insurer. Agents and brokers are the people clients turn to for guidance after the loss of a home to natural disaster, after a car accident or after their possessions have been stolen. When the process is made easier for the insurer and the agent/broker, the client wins by receiving personalized attention and secure service.