Customer experience review improves agent communications for mutual insurance company
Learn how Baker Tilly’s customer experience review helped a mutual insurance company understand and document key areas of their insurance agent experience to improve operations.
Client background
The client is a mutual insurance company with approximately $300 million in written premiums, focused on protecting families and businesses against the financial challenges resulting from death, disability or retirement. They have about 400 employees.
The business challenge
The client was looking to improve their customers’ overall experience and chose to start with one of the key customer groups, their agents. However, they did not have a deeper level understanding or documentation of the end-to-end agent experience. The client team was missing critical knowledge sharing given their limited understanding of the agent experience and related processes. The client needed more direct contact with their agents, increased collaboration and a better understanding of workflows in order to achieve faster and more reliable service for their agents.