Hyland Insurance is an independent insurance agency founded in 1983 by brothers Tim and Pat Hyland. The agency has since expanded to become one of the leading agencies in the Louisville, Kentucky Metro Area. Hyland’s mission is to build trust to provide success and security to their 7,000-plus individual and business clients.
Background
As with most businesses, Hyland was faced with some challenges in 2020. The pandemic shifted the workplace dynamic as well as the client-agency relationship the insurance industry is known for. To stay relevant and profitable, this family-run agency doubled down on their top priority: providing high level service to their customers.
This customer-forward thinking comes in the form of not only adopting technology but ensuring that technology integrates seamlessly together for an optimal employee and client experience. “It’s always been very important to us to embrace new technology,” says Hyland COO, Jeffri Northcut. “It’s been our focus to have all our technology in one spot so that it’s easy to service our customers.”
Vertafore’s suite of client digital experience and agency management products gave Hyland a leg up on their competition and made dealing with the effects of the pandemic easier.
SET FOR SUCCESS
Vertafore solutions
Proven results
- Seamlessly transitioned to remote work in wake of the 2020 pandemic
- Implemented completely paperless processes
- Freed up time for staff through automation and self-service offerings
Enjoyable customer experiences
Possibly one of the most challenging aspects of today’s remote work is maintaining strong ties with clients. In an industry heavily focused on personal relationships, agencies are striving to cultivate these connections in an entirely new way.
Hyland relies on InsurLink, a self-service portal, to provide clients with the same level of service and personal touch they’re used to, all online. It provides a modern, intuitive client digital experience allowing Hyland’s insureds to access policy information, retrieve certificates, or even pay their bills from any device.
Hyland adopted InsurLink long before the pandemic. As a growing multi-state agency, they needed a way to provide top-notch service to every client. However, COVID-19 has created an increased need for customers to digitally self-service. Northcut says, “If they need to get certificates or anything, it’s easy to log in and get what they need outside of business hours. They love it.”
And with the InsurLink mobile app, insureds can enjoy the freedom of knowing they have the power of their insurance agency at their fingertips.
No one feels overwhelmed or behind. The automation, the tools, and the integration all help us be more proactive.
– Jeffri Northcut
COO, Hyland Insurance
Hyland didn’t stop at providing self-service for their customers. They also adopted Vertafore Orange Partner, Agency Revolution, to stay top of mind and ensure clients are receiving the coverage and service they need. “When our customers think ‘insurance’, we want them to think Hyland,” Northcut says. “No one else.”
Agency Revolution’s marketing automation sends communications for events such as welcoming a new client or wishing them a happy birthday. Stewart says, “We chose to add Agency Revolution for win backs, marketing to our existing customers, and just keeping in touch.” Hyland can focus on selling and servicing while Agency Revolution helps maintain the brand and personal relationships with clients.
Northcut adds that the integration between all their Vertafore products and partner solutions has made a lasting impact on Hyland’s processes. She says, “No one feels overwhelmed or behind. The automation, the tools, and the integration all help us be more proactive.
More than software
Vertafore offers Hyland so much more than a suite of integrated technology solutions. Northcut and Stewart can count on their every need being met with the help of their own dedicated account manager.
“It’s nice that we have a local Vertafore representative that we can easily contact,” says Stewart. “She knows us, she knows our area, and she knows the types of customers we have. She can recommend solutions and help us with growing the business. We rely on that relationship quite a bit.”
Vertafore takes a consultative approach to helping customers achieve their goals. In Hyland’s case, that means product recommendations, growth strategies, or even the latest industry trends and how to adapt to them.
Innovative solutions for the modern agency
Insurance is evolving: The industry is quickly consolidating, client expectations are growing, and technology is creating new opportunities. The key is staying ahead to remain relevant and profitable. If you’re unsure how to move forward in this evolving landscape, Vertafore is here to be your partner and guide you through these changes.