7 Steps to Stay Ahead During Times of Change
When an insurance company announces a major change that impacts hundreds of clients, getting the word out—and managing the follow-up—is a big job. Imagine a scenario where new guidelines or policy adjustments need to be communicated immediately to clients. Each client or worse, each subscriber, may need clarifications, have specific questions, or require help understanding how these changes will affect them.
Users of BenefitsGuide have a streamlined, efficient process to handle exactly this type of large-scale, high-touch client communication.
Step 1: Mass Email Communication
Using the native Salesforce Mass Email tool, you can quickly reach out to every affected client. This ensures that everybody is informed right away. You can customize the message to provide clear details, breaking down the policy update so clients understand exactly what’s changing and how it might affect them. But that’s only the beginning.
Step 2: Converting Replies into Tickets
As soon as responses start coming in, our Tickets system takes over. Each reply—whether it’s a simple question or a detailed request for assistance—automatically becomes a “Ticket” related to the Contact record of the sender. A Ticket is created and assigned to the right team member based on your business rules. Every ticket is visible to your whole team, making it easy to prioritize and address each one in real-time. No message gets buried, and nothing falls through the cracks.
Step 3: Real-Time Tracking and Management
Once the Tickets are created, they are managed in real-time. Some clients may need immediate assistance, while others might just need confirmation. By having all these requests in one place, we can ensure that everything is prioritized and completed quickly, which means our clients get the responses they need, right when they need them.
Step 4: Accountability and Transparency
One of the biggest advantages of using our Tickets system is the accountability it brings. Each Ticket is assigned to a specific team member, making ownership clear and providing a transparent way to follow up. Our team can see which tickets are open, which are in progress, and which are resolved. This organized approach means nothing gets missed, and clients get dependable, consistent service.
Step 5: Workload Distribution
With hundreds of clients reaching out, it’s easy for any team to become overwhelmed. However, our system is designed to distribute the workload effectively. By logging every new request as a Ticket and assigning each to the right team member, we ensure that work is spread evenly across our team. This helps avoid bottlenecks and ensures that no single person or department is overloaded.
Step 6: Faster Client Service
Quick responses matter, especially during big policy shifts. Because our team has immediate access to each Ticket, we can address client questions faster. Clients don’t have to wait for answers or chase after updates. Instead, they get better service, which strengthens trust and satisfaction.
Step 7: Building Stronger Client Relationships
A well-managed Ticket system does more than just track responses; it builds client confidence. When clients see that their questions and concerns are met with clear, organized, and timely responses, it strengthens our relationship with them. They know they can rely on us, even during times of big industry changes.
Nothing Falls Through The Cracks
Managing large-scale client communication during major industry changes is no small task. But with the BenefitsGuide Ticket system, we make it organized and effective. From initial outreach to tracking every response and ensuring nothing gets missed, our subscribers can keep their clients informed, confident, and satisfied.
If you want to learn more about how BenefitsGuide can streamline your agency’s client support, click here to schedule 15 minutes for us to talk.