Solution

One management system behind every customer touchpoint

Now with Applied Epic, Lepelco's customers reach the brokerage through a self-service portal and a mobile app, both connected to Applied Epic, which gave Lepelco a digital customer experience and a path to paperless service.

Commercial lines automation followed, and Lepelco brought it into its digital portfolio quickly. The brokerage now automates and standardizes both marketing and the in-force policy lifecycle. Its commercial lines team generates paperless submissions faster, receives quotes sooner because the inputs are standardized, and creates branded proposals to win more business.

Going digital also allowed Lepelco to successfully send more than 30,000 emails directly to customers during the pandemic. Customers could log in to the brokerage's portal and securely access their insurance documents. Because every communication started in Applied Epic, staff could be precise and personal in their outreach, which earned customer satisfaction and trust.

Leadership recognized that data is key. Lepelco adopted Applied Epic workflows to capture contact data, and the management system now holds email data for 86% of Personal Lines and 94% of Commercial Lines. Ongoing KPIs track portal and mobile app adoption to keep it growing.