The need for a single view of the customer across all lines of business and enhanced customer service
Go Insurance is an international brokerage with multiple offices, which, over time, has resulted in inconsistent workflows and data across offices. Brokerage staff needed a way to have a single view of the customer across all lines of business and one application to manage all prospect, customer, policy and financial data.
Go Insurance also required technology to automate operations and provide enhanced customer service for clients and prospects. The brokerage needed a software provider to support their digital strategy.
The technology needed to support a digital strategy
Go Insurance chose Applied Epic, the fastest growing and most widely used management system in the world, to deliver a single source of the truth for their seven offices across Alberta. Applied Epic serves as a core hub for all prospect, customer, policy and financial data across all lines of business for Go Insurance.
To meet consumer demand for anytime, anywhere service, the brokerage also leverages Applied CSR24 and Applied WebRater for mobile access to insurance information and quoting, creating an omnichannel customer service model.
Digital brokerage technology: Increased client acquisitions and client satisfaction
When Go Insurance moved to Applied software, they were able to become completely paperless and communicate with clients in many different ways, including automated messages and real-time updates via Applied CSR24. “Moving to Applied Epic was a game changer and aligned with our business plans,” said Karen Hoflin, VP, Go Insurance. “We now have the ability to communicate with clients on different levels and provide more proactive service.”
Applied CSR24 and Applied WebRater offer the staff at Go Insurance the technology to enable digital interactions with clients throughout the insurance lifecycle, from quote to purchase to service. Applied CSR24, the leading cloud-based self-service application, allows Go Insurance to respond much faster to client inquiries. “Applied CSR24 has allowed our staff to spend more time reviewing files for renewals rather than being reactionary to the phone,” said Hoflin. “It enables staff to take a more consultative role with clients.” To date, Go Insurance has 8,800 clients using Applied CSR24.
Applied WebRater enables Go Insurance to elevate its client experience by delivering real-time auto and property quotes. “With Applied WebRater, we can write insurance for our customers in less than five minutes,” said Hoflin. “When a customer comes over after buying a car, they can access Applied WebRater through their smartphone or tablet, get a quote and we process it. It’s that simple.” Since leveraging Applied WebRater, Go Insurance has increased its leads by 300% through automated quoting.
Go Insurance sees Applied as a strategic partner for their future. Go Insurance has already seen significant growth since switching to Applied technology and is best positioned to continue to experience positive results.
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