Everyone has a story of a bad customer service experience that shaped his or her perception of a company; however, most of the day to day interactions are mundane. When a company comes along that truly provides an exceptional service, it stands out in the sea of mediocre experience and often creates a life-long bond with the customer. EZLynx believes it can leverage technology to help its agencies gain efficiency in service to provide an extraordinary experience every time. For several years, we’ve focused on developing solutions that increase an agency’s profitability, productivity, and serviceability. We believe that two of our latest features will help agencies achieve significant gains in the time it takes to provide an exceptional customer service experience for the customer!
Change requests and endorsements are time consuming for agencies. One of your agents must document the need from the customer, make a change on the carrier’s website, and keep the data in sync with the management system. In 30 days, one of your agents must remember to verify that the carrier processed the change correctly. This process is time consuming and fraught with human error.
To streamline this process, we have introduced a change request workflow that is in beta for commercial auto with 17 additional lines to follow through the rest of the year. Simply make the policy changes directly in EZLynx. The green preview allows you to quickly verify the changes while you are entering them.
When you save, EZLynx generates a memo of the requested changes that you can send to the carrier, share with the insured, or include in an eSignature. For carriers that require it, one action will generate the commercial change request form 175. The memo clearly identifies additions, deletions, and changes in a way that even the insured can easily understand. With one click, we will pre-fill the note with the description of the change and attach a copy for follow up. Agents can easily complete this process and share it with the insured to review by the time the call ends. Once the carrier processes the change, your agent can confirm that everything is correct with a simple click.
Part of creating an exceptional customer experience relies on an omnichannel communication platform. Every customer has different communication preferences, so agents can deliver the memo via the customer portal, email, mail, or even documented text message. Since EZLynx is one platform, all the customer correspondence is available radially available on the customer’s account so any agent can provide continuity during service in any channel.
The first claim is a defining point in the insured’s relationship with their agent and is an excellent opportunity to provide exceptional service to your client. Insured’s frequently rely on the agent to guide them through the process, answer questions, and manage expectations. Customers expect their agent to have the latest information from the carrier. To keep agents up to date on the claims information from the carrier, EZLynx offers downloaded claim support. We summarize the latest information from the carrier on the client’s account so customer service representatives can quickly answer questions on claim number, adjuster information, payments, and the claim status. On each policy, we provide a detailed view of all of the claims transactions.
Providing your customers with exceptional customer service every time is no simple task. While it is an important part of the value you offer as an independent agent, we know it can be tedious and time consuming to keep up with all the data and different communication channels. Agents can easily miss something when bouncing back and forth in multiple systems. Leveraging our single platform and technology to your advantage frees up your agents to focus on the customer experience. We’re focused on building out new features and enhancements to improve an agencies profitability, productivity, and serviceability. Our two latest features help simplify the service documentation in your agency, so you can spend time on what really matters – your customers.
If you are interested in learning more about either of these new feature and helping us through the beta testing process, please let us know below.