Given the COVID-19 pandemic and this unique environment we are experiencing, customer service is evolving extremely rapidly and becoming more important than ever before—especially in the insurance industry.
As many agencies and their clients have transitioned to a remote workforce, connected technology and effective communication have become vital to their success. It is now essential that all businesses have the proper technology to not only work remotely, but also to maintain the highest level of service while doing so. Failure to do so presents a prime opportunity for the competition to solicit your clients.
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As a result, employee benefits agencies are looking for new ways to streamline their internal workflows and transition to a more digital experience. From an operations perspective, this means rethinking the way they are currently prospecting, creating quotes, delivering proposals and educating customers. But it also extends to the way they are providing service to their customers, many of whom are also working remotely. Here are a few examples of ways employee benefits professionals can leverage technology and provide resources to better serve their clients during this time of change.
Online onboarding and training
To enable their remote workforces, many businesses are increasingly seeking ways to execute digital onboarding and training. As a value add or part of their fee-for-service model, agencies can offer their clients online education and training through a customizable learning management system (LMS) so workers can train and continue to educate themselves during this time of transition and into the future. An online LMS allows employees to take assigned courses on their own schedule, even when they aren't physically in the office.
Direct HR support
The ongoing pandemic has brought with it a slew of unprecedented HR challenges. Between new legislation, such as the Families First Coronavirus Response Act (FFCRA) and the Coronavirus Aid, Relief, and Economic Security (CARES) Act, trying to administer FMLA and paid sick leave, and fielding employee questions, your clients' HR departments are struggling to keep up.
While brokers can serve as a great resource, answering these types of additional questions can eat up a lot of time. There are services available in which you can provide clients with direct access to a team of experienced HR professionals who can help answer their pressing business questions, so you can get them the answers they need while also freeing up your time for other tasks.
Digital educational resources
With legislation, guidelines and best practices continually evolving, insurance professionals sometimes have a difficult time keeping up themselves, let alone making sure their clients are aware of the latest industry updates. That's where agents and brokers can lean on outside parties to develop, house and distribute content to clients and prospects, providing continued long-term education and consistent touchpoints.
Some content providers even allow these materials, such as videos, posters, sample policies, checklists, compliance bulletins and more, to be branded back to a broker's business. Brokers can take this service one step further by offering clients an online portal, branded to their agency, through which they can send clients automated news and content alerts when timely issues arise. By proactively providing your clients with important updates and helpful information, you can emphasize your value as their broker.
With so many employees working remotely, now more than ever, the digital employer/employee experience is key to providing seamless service for your customers.
Eric Bluhm started at Zywave in 2007. Now Senior Vice President of Sales, he is always looking for new ways to help producers differentiate themselves and motivate his team.
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