Industry Trends | Read Time: 4 Minutes

Beyond the Office: Interacting with Policyholders Wherever They (and You) May Be

March 27, 2020

By: Kristin Hackney

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At times when your physical office location is closed, your agency or brokerage can provide customers uninterrupted service through an omnichannel delivery model. Offering customers real-time access to information through multiple digital channels enhances your role as a trusted advisor and bolsters the service you normally deliver through traditional methods, including in-person interactions and phone.So how do you become more connected with your insureds?

So how do you become more connected with your policyholders outside of the office?

3 steps your agency can take to fully engage with the connected insured:

  1. Invest in an online customer service portal to ensure your customers have 24/7 access to their insurance information.
    Consumers want convenient service. An online customer self-service portal provides your customers access to their insurance information at any time, from anywhere. Giving your customers access to their information and a way to interact with your business 24/7 improves the customer experience and increases brand loyalty.
  2. Consider a branded mobile app that provides easy access to your business from mobile devices.
    Consumers expect to be served through all digital channels, including mobile access to information. Mobility has revolutionized the financial services industry by making mobile apps must-have additions to traditional methods of working. Agencies and brokerages need to ensure all transactions can be done in real time, from anywhere in the world, from any device. Having a branded mobile app is critical to elevate your role as a trusted advisor. Consumers value a seamless, branded online experience because it promotes professionalism and security from your brand.
  3. Implement eSignature capabilities to streamline processes.
    eSignature functionality makes it possible for your customers to do business with you regardless of where they may be. They can easily finalize a policy electronically, omitting manual, time-consuming processes and eliminating cumbersome, physical paperwork. Today, there are 3.5 billion smartphone users in the world, many who transact business online, making it essential to modernize the last step in business operations – the signature.

Technology connects our world and elevates the way your business operates and interacts with customers. Providing an omnichannel customer service model provides consistent and personalized service across all channels, especially during the times your policyholders need you most.

If you’re an Applied customer already offering omnichannel service, visit Applied University for additional resources and training available to you.

If you’re interested in how we can help you with your mobility strategy, let’s connect:


Kristin Hackney Headshot

Kristin Hackney

Kristin Hackney, Executive Vice President of Customer Experience, is responsible for Applied's customer delivery strategy and operational execution for the Company's Professional Services, Support and Cloud-based solutions. She is the former vice president of Worldwide Enterprise Solutions & Services for Chicago-based SPSS Inc., a leading global provider of predictive analytics software and solutions, now part of IBM. Hackney drove the strategic transformation of SPSS from a tools/technology-focused vendor to a respected provider of enterprise solutions, building and leading the company's global predictive analytics solutions business. In a previous role at SPSS, Hackney served as vice president of Worldwide Education Services. She holds a bachelor's degree from Hamline University in St. Paul, Minn.

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