Think of information you type into a Word or Excel document. It's stuck there. This is why CSR's who are forced to use Word and Excel to produce commercial documents - submissions, proposals, certificates - are masters at the 'copy & paste' shuffle.
Data stored in Word, Excel and PDFs is static. Stuck. Trapped. It doesn't move.Read More
The cost of using static data in commercial-lines is high. Though to many brokerage principals, it can be hard to see. Why? Because when you're removed from the day-to-day operations of CSRs and Marketers, you can miss the impact of workflow inefficiencies.Read More
We often speak with brokers about 'being digital' in commercial lines. What does this mean? Where do you start?Read More
I recently attended the Atlantic Broker convention in Halifax. A theme that is all too common came up: focus on the customer. Phrases like 'customer centricity', 'customer oriented', 'customer experience' and 'customer preference strategy' were spoken. Rightfully so. The heart of any business, really, is satisfied customers.Read More
Fenn & Fenn Insurance Practice recently completed month 1 with Policy Works. Wendy May, Operations Manager at Fenn & Fenn, is responsible for the overall operations at Fenn & Fenn and ensuring the right workflows and processes are in place to help the commercial team do their best. In this post, the 2nd of 12 blog posts in a year-long series, Wendy talks about the experience to-date of implementing Policy Works.Read More
The commercial insurance proposal. It represents your business offer to a prospective customer. One of the primary functions of the proposal is to help present the insurance recommendation in a way that is easily understood by a business owner, and hopefully, help close a sale.Read More
Fenn & Fenn Insurance Practice Inc. recently became a Policy Works customer. Danielle Fenn, President and co-founder, agreed to share her brokerage's first year using Policy Works. Every month, different team members from Fenn & Fenn will share their experiences, from the initial decision to purchase all the way to completing their first renewals in the system.Read More
"Your call is important to us."
We've all heard this line from a customer service representative or automated recording. As customers, we are not only conditioned to NOT believe this statement, but to believe a terrible service experience is about to take place.
Which is why we had to share some unsolicited feedback we recently received from a customer and user of Policy Works. Here is what she had to say:
The talent gap. Every brokerage principal is faced with the challenge of finding and developing talented producers, account managers and CSRs. But brokers also need to deal with another talent gap that directly impact their success: underwriters.
Many of the brokers we talk to face the challenge of dealing with new underwriters who often receive only basic training and are thrust onto the front-line of risk assessment.