Digital transformation: Increasing customer retention rates and overcoming a flood

Applied TAM enables staff at The Burley Group to access and manage customer and prospect data in a single view across all lines of business, significantly increasing efficiency and customer service. Shortly after the broker moved to Applied TAM, the business suffered from a flood that damaged their office equipment. Staff were able to access all customer data and focus on clients that were also affected by the flood. “Because we were on Applied TAM, we were up and running as soon as we received new computers,” said Bamford. “We put our customers first. Without Applied TAM, we wouldn’t be able to do that.”

The Burley Group provides an enhanced customer experience through Applied CSR24 and Applied Mobile. Customers can now log into Applied CSR24 to access important insurance information and manage their own certificates, anytime, anywhere. “We are very proud of our 95 percent customer retention rate,” said Bamford. The Burley Group uses Applied CSR24 as a unique value proposition when attracting new customers because of the anytime, anywhere access to insurance documents. Applied Mobile enables brokers to service clients whilst out in the field, further increasing customer satisfaction. “Our producers are able to do their job in a much more productive way because of the real-time updates with Applied Mobile,” said Bamford. Seamlessly integrated with Applied TAM, staff can better service prospects and customers with on-demand access to critical broker resources and information. The Burley Group provides its customers an exceptional service experience and continues to gain new business and thrive in the digital era.