When insurance agents have access to the right tools at the right time they can coverts prospect leads into paying leads with ease. And, when it comes to the customer, only a customer relationship management tool can be trusted, since they contain all essential tools ranging from automation to data analysis and assisting insurance agents or support teams with contextual information on clients. But, the key is to select a system that is agile, flexible enough to support integration, and support workflow automation.
Here in this article, we have shed light on the pressing issues that the insurance industry, as a whole, is facing before and amidst COVID. And presented Zoho CRM implementation as a solution that aims to smoothen the process. Besides this, we have also discussed how using the right tools in the right ways can offer benefits to the benefits providers. To discuss how a small or medium-sized agency can get Zoho CRM customized, you can book a consultation with our Zoho CRM expert at Techloyce.
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Why Insurance Agencies Needs CRM
When it comes to insurance industries, the only scale available for the employer to rate the efforts of employees is the number of insurances an insurance agent has sold. However, there are many more factors to cover especially in the global pandemic phase.
Unlike in the past, technological advancement has increased the challenges for insurance agents, starting from identifying the prospects and leads from a list of numbers, and keeping track of every communication. Also, they have no way of knowing whether the prospect they are contacted is relevant to the insurance they are trying to sell or not. Just imagine, if an agent is keeping a record of his or her daily activities and customer information on an excel sheet, and it gets corrupted beyond repair, estimate the level of loss he or she has to endure. The cherry on the top, how he or she will be able to track the prospects or deliver reports.
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In addition to the device problem, insurance agents are facing the challenges of presenting policies to the customer and deciding how to showcase facts, policy variation, and statistics to the customer besides communicating via call. Apart from this, agents are blind while communicating via call or email, and have no way of identifying who their customers are, what demographic and psychographic they belong to, does he or she owns a car or not while selling car insurance to them.
If you also find it difficult to communicate with the customer and always ask for a reference number before answering the query then you are not alone. And, the only solution you need to mitigate the error is to identify the right tool that offers services for Agent Management (AMS) and customer relationship management (CRM). In this regard, we recommend using Zoho CRM.
There are three reasons behind recommending Zoho CRM, first, it is secure, meaning your customer data will remain safe. Secondly, you can use it on multiple screens, which makes it compatible and flexible. Lastly, it is a cloud-based system, so you won’t have to worry about not saving your task or sending an email to the sales manager upon closing the deal. However, when it comes to the insurance industry the benefits and features vary.
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How Zoho CRM can Assist Insurance Agency
Every industry whether it is a restaurant, travel agency, or insurance firm, everyone has unique needs and requirements, and the best thing about Zoho CRM is it can be customized to support the needs of every organization starting from customer acquisition to customer relationship management.
- AMS & CRM – The most important need for an insurance agency is agent management while maintaining a quality relationship with the customers. And to do so, Zoho CRM offers AI and workflow automation. It automatically generates tickets whenever a customer approach organization to file a claim or request information, furthermore it automatically assigns it to the relevant agent, based on the ticket’s nature.
- Automation – Another benefit that it offers to the insurance agency is automation. This means one can create customized rules to automate the approval process for task requests, support services, and even the claim approval. Moreover, it can be programmed to send a pro-active notification to remind the agent about the deadline, follow-up with the customer, or remind customers about the pending insurance payment.
- Customer Portal – Along with automation, Zoho CRM offers a customer portal too. It is designed to offer a personalized customer experience, where customers can keep track of the payment history, pay fee online, and request a claim without any problem. On the other hand, the agent can use the customer portal information to understand the clients and tailor communication content based on customers’ demographic provided by them. Besides, the insurance agent can utilize the information to upsell and cross-sell services to the clients, monitor and track the conversion rate and also modify the strategy to delight clients.
- Integration – Lastly, Zoho CRM offers freedom in terms of integration. This means if you don’t like the communication, ticket management, and support solution or your employee is adopt to another application then you can get your preferred app integrated into the central system. Or you can ask Zoho Consultants to Tecloyce to get RingCentral, Zapier, PipeDrive, Zendesk, Right Signature, and IQ Chat, etc. applications too.
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Benefits of using Zoho CRM
In the above section, we have discussed why insurance agencies need CRM, and how the Zoho CRM can become the solution they are seeking. Now is the time to evaluate what benefit it can offer to the insurance firm.
- Userfriendly Interface – Since most insurance agents are not tech-savvy, therefore the dashboard of the CRM is designed to offer smooth navigation. Besides, it has flexible and automatically adapts to multi-devices, ranging from mobile to tabs and laptop to desktop.
- Omni Channel Support – The technological advancement has multiplied communication channels used by the customers. Hence to provide the services or interact with the customer at their preferred platform, Zoho offers omni-channel support. It integrates multiple channels into one dashboard and provides a holistic approach to the support and sales agent in answering or delighting customers timely and efficiently.
- Automation & Workflow Customization – Another benefit it offers to the user is automation. This helps the administrative, marketing, sales, and support staff automate recurring tedious tasks ranging from document approval to verification, and claim processing to resolution. Moreover, the organization can integrate tools for multi-policy management.
- Assign Customer to Right Executive – Lastly, Zoho CRM comes with built-in analytics and AI, that is integrated into the system. It follows the pre-defined rules of workflow automation and hence automatically assigns tasks to the agents based on their expertise, demographics, and interest.
Conclusion
Just like every other industry, the insurance industry also depends on their customer to survive. Since they have most of the business dealing with B2C customers from every vertical they need a comprehensive system that empowers insurance agents with the insights to delight customers. In this regard, Zoho CRM is proven to be effective. It contains all essential applications that an insurance agent needs while interacting with customers i.e. communication, scheduling, pre-build marketing content, and insights of customers in the form of data. To know more about the Zoho CRM solution for insurance agencies, contact Techoyce.
