Customer Journey: connecting brokers and clients for true engagement 

Duncan Pagan, Consultancy Services Director, explores the possibilities of integrated automation for revolutionizing customer communications.  

We know that Hedron Partner Brokers aim to provide expert advice and a great service to their clients, but that administration and processing can often slow us down or human nature perhaps means that we don’t always get to the cross- sell or additional service.

Broking staff have a lot of stuff to do, some of which is pretty tedious and that prevents us from spending time on income generative work. Retaining and recruiting staff remains difficult, which increases the importance of streamlined efficient operating models that increase capacity and capability.  

The Customer Journey initiative is designed to meet these challenges head on. To make brokers more consistent, more efficient, and more engaged with clients, by applying integrated & connected technologies to the client data that brokers already hold.

Speaking recently to Insurance Post during a webinar on the theme of effective communication with customers, I mentioned that expectations have changed – consumers are more demanding, they want more customization than ever before. Increasingly, all sectors are judged by what’s possible from the most technologically progressive, and those without the ability to leverage their own data to advantage can be left behind.  

Using the Acturis system as the nerve center, Customer Journey facilitates the automation/semi automation of tasks and communication from the very basic, to the very complex. You control the degree of automation, using it to augment your broking teams’ work and allow them the time to focus more on clients than administration. Deployed properly, Customer Journey can execute your desired strategy through workflows designed and deployed around your capacity to grow. 

How Partner Brokers are using Customer Journey 

Starting with basic routines to build confidence, our pilot brokers have since developed a wide range of increasingly ambitious Customer Journey improvements, learning from their own successes and learnings plus those of others. They are now realizing the benefits of that work; activities such as:

• Payment chasers going out automatically to late paying clients  

• Prospect data uploaded to your Acturis system at the push of a button  

• An automated marketing campaign aimed at a specific customer segment commencing 120 days before renewal

• A Feefo review being automatically requested after renewal

• Pre-renewal information requests being sent without anyone having to remember  

• Web-leads appearing as tasks when you log on in the morning.  

Regional roadshows 

Some of you will have already joined us at one of our regional roadshows, and we’ll be confirming more dates soon to share our latest overview of the Customer Journey initiative, including the latest additions and a demonstration of how these deploy in a broker environment.

 

Partner Brokers - if you're interested in learning more about Hedron's Customer Journey offering, please speak to your Business Development Consultant to get started.