Customer Support: You Can't Manage What You Can't Measure

There is often quite a bit of chaos in back office of an insurance broker

Emails are being sent to and from your clients; both group benefit administrators and their employees, and your staff. Inbound client service “Requests” are not always immediately resolved so follow up tasks are required. Emails and phone calls back and forth with a Carrier may be required before you are prepared to resolve the Request and communicate with the Client.

Despite customer support or client service being a very basic primary function of a broker business, often there are often no real systems in place to manage customer support “Requests”.

The truth is that unless somebody complains or you lose a client, you do not know if your staff is replying to each email in a timely fashion or not, or not at all, or if “Requests” are falling through the cracks and failing to be resolved.

A wise man once said that “you can’t manage what you can’t measure”.

Implementing a customer support application allows your clients and their employees to contact your entire service team simultaneously by emailing your service requests to a dedicated email queue. Then when an email is received or a phone call is answered in the office, a ticket, or what we call a “Request”, is automatically created.