The challenges of managing multiple systems and meeting changing consumer demands
Bradley’s Insurance previously leveraged different systems to manage its Personal Lines and Commercial Lines business, sales pipeline and financial accounting, causing inefficient work and inconsistent data across the applications. The brokerage set out to bring all operations and data into one central location via a single management system. Management at Bradley’s Insurance also saw that they needed to cater to consumers changing service demands. “We want the client experience to improve and for customers to see that we are trying to meet their expectations,” said Chantal Pelletier, CEO and Partner. In order to stand out from the competition, the brokerage needed integrated technology to bring them into the digital age of insurance.
Technology needed to become a digital brokerage
Bradley’s Insurance chose the Applied Epic® cloud-based brokerage management system to manage its entire business. The integrated and open application provides essential capabilities for each stakeholder within the brokerage to better manage customer relationships, sales opportunities, financial accounting, and policy administration across all lines of business. The brokerage also leverages Sales Automation in Applied Epic to view, monitor, track and forecast new business opportunities and renewals directly within the application.
To meet consumer demand for anytime, anywhere service, Bradley’s Insurance selected Applied CSR24® cloud-based insurance customer self-service software and Applied WebRater® brokerage-branded online customer self-service quoting solution. Additionally, the brokerage selected the Applied Mobile® insurance broker mobile application to provide their staff with mobile access to client, policy and sales information.
An entire digital platform to manage internal operations and enhance customer service
Applied Epic provides Bradley’s Insurance with a comprehensive view of clients and prospects across all lines of business, enabling staff to capitalize on cross-sell opportunities. "Having our Personal Lines and Commercial Lines business in one system is a big gain that will help with cross-selling and making sure the client is fully serviced,” said Pelletier. The brokerage has also benefitted from Applied Epic’s sales automation functionality. “Sales automation has been a big thing for us,” said Pelletier. “I found the staff didn’t have enough accountability in terms of their sales targets.” Now, staff can easily track performance against individual sales goals and sales opportunities with role-based, intuitive dashboards.
Additionally, becoming a digital brokerage has enabled Bradley’s Insurance to provide better customer service. “We had a big tornado in Ottawa and it was during the weekend so everyone was out of the office but our staff was able to get back to clients very quickly without even being logged into our server because they had the app.” Applied Mobile seamlessly integrates with Applied Epic, providing staff with on-the-go access to critical client information via their mobile phones.
Applied CSR24 and Applied WebRater enable Bradley’s Insurance to interact digitally with clients and prospects throughout the insurance lifecycle, from quote to purchase to service. “In terms of mobile, we're trying to have everything available to the client,” said Pelletier. “It’s important not to forget that even though people want digital, they still want a personalized experience. It’s not enough for you to send something automatically and you're done with it. We try to provide a very personal touch through all of our channels to make sure clients know that we are here.” Applied WebRater enables Bradley’s Insurance to better engage with clients and prospects by delivering real-time auto and property quotes. By investing in the technology to become a digital brokerage, Bradley’s Insurance has been able to provide an exceptional customer experience and differentiate its business.
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