Improving customer experience by going paperless
Committed to providing outstanding customer service, Lepelco was determined to digitally transform in order to scale the business. Their previous technology limited their ability to manage workflows, grow their commercial book, and give customers the choice to communicate online or on their mobile devices.
Lepelco chose Applied Epic as their foundational management system, complemented with Applied CSR24 and Applied Mobile to enable a digital customer experience and a path to paperless service. Following the acquisition of Policy Works, they were able to quickly integrate Applied Commercial Lines into their digital portfolio, which allowed them to automate and standardize marketing and in-force policy lifecycles. Applied’s commercial processes enabled Lepelco’s Commercial Lines team to generate paperless submissions faster, receive quotes more quickly due to standardized inputs, and create branded proposals to win more business.
To adapt to the volatile new normal, the value of being a Digital Brokerage became more important than ever. During the pandemic, differentiating the brokerage brand versus the insurer brand through technology in a paperless manner was essential. Lepelco was able to deliver over 30,000 email communications directly to customers who could log into the brokerage’s customer portal (Applied CSR24) and securely access insurance documents. Since all communications started in Applied Epic, it allowed staff to be precise and personal in their outreach, securing their satisfaction and trust.
The Lepelco leadership recognized that data is key and adopted Applied Epic workflows to capture critical contact data (86% of Personal Lines email data in the management system, 94% in Commercial Lines). Ongoing KPIs ensure continuous adoption of their customer portal and mobile app.
The innovation payoff continues
Since moving to Applied Epic and becoming a digital broker:
- Lepelco's business has grown substantially. They now operate with over 75 employees and premium exceeds $60M, a 150% increase.
- o Customers were quick to adopt document access through the brokerage branded portal powered by Applied CSR24, with ‘62% Personal Lines adoption and 91% adoption in Commercial Lines.
To meet their sales and service objectives, the entire brokerage took part in a detailed change management process that began with data. Applied Epic changed the quality and operational process of reports distributed to department heads, enabling team empowerment as each group championed the implementation process and captured the greatest results for their objectives. This allowed flexibility and helped teams embrace technology to build new business models, unified team processes, and results while ensuring quality data through their workflows to ensure the longevity of critical business information as the business continues to scale.
Lepelco Assurance transformed into a digital brokerage providing a paperless experience and exceptional customer service in Personal and Commercial Lines, using Applied Systems foundational management systems technology, mobile apps, insurer connectivity, and Commercial Lines automation.
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