2004 Best Practices Study

AGENCIES WITH REVENUES BETWEEN $1,250,000 AND $2,500,000

E.

24/7 Customer Service

+25% Profit

+25% Growth

EXECUTIVE PERSPECTIVES

Average

% of Agencies Providing

22.6% 12.5% 25.0%

PROFILE

How 24/7 is Provided

Impact Scoring*

1

2

3

4

5

Very Negative

Somewhat Negative

Neutral Impact

Somewhat Positive

Very Positive

REVENUES/ EXPENSES

Impact Score* on Customer Satisfaction

% Providing

FINANCIAL STABILITY

Website

28.6%

3.25 0.00 4.00

After Hours Telephone Access/Servicing

0.0%

Both

71.4% 28.6%

Other** 5.00 **Pagers, rotating on-call employee, producer’s home phone # provided, carrier service centers, carrier 800 numbers, outsourced to CSR24 Service or Inscope

EMPLOYEE OVERVIEW

PRODUCER INFO

"Getting to a paperless environment and mentality was very difficult, but the resulting efficiency is incredible. When the phone rings, the entire cus- tomer file is at our fingertips; whether a producer, a CSR, or admin person is getting the call."

SERVICE STAFF INFO

TECHNOLOGY

INSURANCE CARRIERS

APPENDIX

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