When we started looking, our agency was specific about what we wanted out of our phone system. First, we needed a system that made it easy to drag and drop information into our management system. Second, we wanted something that allowed texting and integration with our management system. Our agency drops every single call into the management system; when we sought out a VoIP system, the number one thing we focused on was ease of use. Do your research—all phone sys-tems are not created equal. Net promoter score (also called NPS) is vital to the customer expe-rience. We use a company called ClientCircle to help us manage this, and we love all the features they have come out with. Why is NPS so important? Because it’s your clients responding and telling you how happy they are with your agency. It’s not good enough to just get an NPS score; if clients are giving you low scores, I would highly recommend picking up the phone and calling those unhappy clients and listening to their feedback and learning from them. We have been getting our NPS for about seven years, and during that time our clients have taught us an awful lot. We have made many changes thanks to them and their feedback. Also, vitally important in 2024 is artificial intelligence (AI). We have been on one platform for a bit over two years and it’s amazing how it has changed the way we do business. We use a tech platform called DONNA, which gives us three espe-cially important pieces of information without ever asking our clients: First, it gives us the SentiMeter score, which tells us how happy or unhappy a client is with our agency. Not only does it give us a score, but it even gives us the data on why the client is either happy or unhappy. Second, it gives us a probability indication on whether the client is going to stay with or leave the agency. Third, it gives us recommendations of policies that we should sell. This platform has helped us raise our retention numbers and identify many sales opportunities. full access to their ID cards and full policy documentation. Other great fea-tures include the ability to take photos for an insurance claim, which stamps them with date and location; this has been great for our clients to share claim photos and file a claim. Customers can pay their bill through our agency app, which is another excellent benefit for both the agency and the client. Have an agency app for your clients—they want it. Our noisy world The insurtech world is noisy and loud, so when you or your team are looking into technology, make sure you do your homework. Do not rush the deci-sion; reach out to fellow agency owners and get the good, bad, and ugly on each company’s offerings. Start with understanding what you want out of the technology and then invest time in demos and even more time in talking with other agents. Don’t fall victim to the “shiny object” syn-drome, which is what many owners do. Be patient, block out the noise and involve your teammates in making the best decision. Technology is key to every agency of any size that is looking to scale or help its bottom line, but it’s not here to replace teammates. Technology has assisted my teammates to not only do a better job but to help assist them in doing mundane everyday tasks. The investment is not only in your team but helps in the health of the overall agency. I’ve identified six pieces of technology that every agency needs but may not have; I recommend that you as an agency owner invest time and research each of these six areas. If you have questions, reach out to me at any time and I will walk you through each of them. The author Chris Paradiso is president of Para-diso Financial & Insurance Services, headquartered in Stafford Springs, Connecticut. His agency won PIA National’s Excellence in Social Media Award in 2013. He also heads up Para-diso Presents, LLC, which provides social media consulting, seminars and workshops to help agencies thrive in the online marketing world. Contact Chris at cparadiso@paradisoinsurance.com. Bright ideas are sometimes reinvented… Online RONOCO Calculator Wheel Do you need a calculator wheel for basic functions only? Then try the Online Calculator Wheel. Since it is an internet-based subscription service, you can access it from any computer and quickly answer pro rata and short-rate questions for your customers. This conve-nient tool even handles multi-transactions including onsets and offsets! The print function allows you to supply the needed documentation. In their pocket An agency mobile app is essential— and has been for some time—because your clients are attached to their smart phones. While using a mobile app deliv-ers great value to you and your agency, most importantly, it is loved by clients. The app our agency offers is inte-grated with our agency management system, which allows clients to have MAY 2024 1-10 Users .................$200.00 Annual renewal ........ $75.00 Phone, fax, or E-mail today! Phone: (800) 428-4384 • Fax: (800) 321-1909 E-mail: rnc@roughnotes.com The Røugh Nøtes Company, Inc. 11690 Technology Drive • Carmel, IN 46032 www.roughnotes.com 49
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