Control. Fear. Empowerment.
These are just a few of the emotions I’ve seen on both sides of the client self-service portal experience. Agencies wonder if self-service portals will render human agents irrelevant while customers feel emboldened with the freedom to get immediate service. In this context, this top agency management system tool seems like a must-have yet a no-win for independent agencies.
Don’t worry- this isn’t another post about the demise of the independent agent. Instead, it’s an empowering post to inspire you to give your customers their information in the way they want to digest it. They still need you! Though self-service portals are great to get quick service for easy-to-process tasks, they still need a real-live person for more nuanced and detailed advice. And, you’d be surprised how much a self-service portal can benefit you, too.
Check out these tips to improve your client retention
Self-Service Portals Save Time
The more you know about a self-service portal, the less scary it seems. Think about all the time you can save when customers can meet their own needs. Self-service portals allow customers to do a variety of things without calling or emailing your agency. Some tasks you can streamline with a self-service portal include:
- Viewing and comparing policies
- Printing ID cards
- Downloading certificates
- Submitting claims
- Updating coverage
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Self-Service Portals Capture Valuable Data
Another benefit is the data captured within your self-service portals. When linked to your agency management system, it feeds back information on what your customers need or are interested in finding. You’ll know when they looked at or printed something, giving insight into what’s important to them right now. These real-time connections can help you build your relationship, creating a space for a meaningful conversation that could lead to new lines of business, referrals, and more.
Self-Service Portals Make Customers Happy
This is all you need to know. A self-service portal shows your customers you care about their time and want them to be able to do business on their terms. It speaks volumes about you as an agency, showing their needs are your top concern. And, it proves you’re tech-savvy and not afraid to embrace new solutions to improve their experience.
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Getting the Right Self-Service for Your Agency
Not all self-service options are created equal. We know this because, at SIS, we’ve talked with our partner agencies to find out what works and what doesn’t. Through those conversations came our Partner XE Client Portal. This piece of the Partner Platform directly connects an agency’s website with our robust Partner XE management system, feeding information captured online directly into it. Users not only receive real-time email notifications of customer activity, but they also get comprehensive reports right in the Partner XE management system.
We couldn’t be prouder of this essential client service tool. To find out more about the Client Portal, Partner XE, and how the Partner Platform can change your business, get in touch with us at 800.747.7005, Option 6 or [email protected].