When Threlkeld & Company Insurance pivoted its business to focus on transportation insurance, the agency’s line of work became much more client-service heavy. That higher demand on the CSRs’ time required greater efficiency.
For many agencies, a sudden spike in the time needed for client or carrier relations might sound familiar. In the current hard market, workloads and stress levels are higher. Agencies are prioritizing their relationships and spending more time advising clients, according to Vertafore’s 2024 independent agency workforce report.
Not only is there more work, but at most agencies, there are fewer people to do it. More than half (56%) of hiring managers said it was more difficult to fill jobs this year, compared to last. So when agencies can’t solve the challenge of extra work with extra people, technology may be able to lend a hand.
The right tech tools can help workers do more with less effort and save time. Threlkeld made sure its CSRs were supported with important tools like an efficient AMS, a client portal, and automated communication tools.
“We’ve had to find ways to protect CSR’s time,” said Carrie Miller, the agency’s quality control director, of the service-focused shift. “We’re constantly trying to think of ways to be more efficient and make sure our technology is protecting their time, too.”
Using your AMS to develop smart processes
The agency management system rules the modern agency for managing workflow. They streamline agency work by making processes easy to follow, helping agents manage tasks, and simplifying parts of the job. Key features are quick navigations for processes, and providing easy access to frequently used documents to shave down time workers spend on tasks.
Good use of an AMS can also lead to cleaner data by making sure routine tasks are done the same way every time, which benefits the entire agency. And when an AMS can easily sync with other tools, it simplifies the entire process, saving time and reducing the mental load that goes with switching from one task or process to another.
Client portals lead to client empowerment
Many insurance clients have an agent for a reason: They want someone available who can analyze risk, offer advice, and have their back on claims.
And client portals can free up an agent’s time for those tasks by empowering clients to self-service more straightforward asks or access certain information around the clock. Agencies using InsurLink, for example, report a 90% reduction in time spent per certificate or auto ID request.
“For clients that prefer the facetime with their agent, they still get that,” Miller said. “For those who want to control parts of the process themselves, they can.”
Enhance relationships with client communication tools
Beyond the self-service tasks that can be handled by a client portal, automated client communications tools can help insurance agency staff manage and nurture important relationships.
Tools that set reminders or even automate parts of the process—like sharing important risk information or sending out a birthday message—can keep the connection going between an agent and a client. When it is time for a renewal or a new line of insurance, automated tools make it easier to continue the conversation and offer help where it’s needed.
Agency workers told us that efficiency and automation are their keys to success in the hard market. The workload demands get a little easier when the right tools are in place to help. Miller said the tools Threlkeld put in place help CSRs spend more time with clients, and the agency itself gets cleaner, more accurate data.
“I think the biggest impact is just getting feedback from the people using it,” Miller said. “Once we transition to something that makes their lives easier, we hear it.”
Read the full 2024 insurance agency workforce report: Talent, tech, and the hard market