More Ways to Help Agencies with their Customer Servicing

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 experiences 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, serviceability, and scalability.  We believe that several current and upcoming features will help agencies achieve significant gains in the time it takes to provide an exceptional service experience for the customer!

Agency Workspace

This is your one-stop shop in EZLynx for seamless multi-tasking and collaboration. Agency Workspace is the primary area for keeping track of tasks, notes, notifications, reminders, and text messages in one area.

This directly contributes to an agent’s ability to provide prompt, efficient customer service. Quickly access the context for customer related tasks and notes, track your latest tasks, and immediately see important notifications.

Other systems simply list activities in reverse chronological order, so agents spend hours pouring through all these activities to piece together the context of a note or activity (other systems call it a diary). EZLynx has several methods to pull in the context and organize this for the agencies, saving agent’s time and frustration.

Client Center

It’s a no-brainer that giving your customers a way to access policy details and documents on their own will save them (and you) from an extra phone call or email.  Client Center makes this possible, and it can be seamlessly integrated into your website.

Clients can submit change requests and other inquiries directly from Client Center as well. These requests, rather than getting buried in your email inbox, drop directly into EZLynx. Agents will be assigned a Task with all the relevant details that they can easily track from within their Agency Workspace.

Change Requests

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 to simplify the documentation, confirmation and tracking for an agency. Simply make the policy changes directly in EZLynx. The green preview allows you to quickly verify the changes while you are entering them.

Change Requests

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 ACORD change request forms. 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, we automatically verify the downloaded change is accurate and confirm it. If the policy is manually entered, your agent can confirm that everything is correct with a simple click.

Change Requests

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 a single platform, all of the customer correspondence is readily available on the customer’s account so that any agent can provide continuity during service in any channel.

Claims

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 and manual 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.

Claims

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, serviceability, and scalability. These 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 how EZLynx can help you save time and increase productivity with your customer service, please let us know below.


How EZLynx Agency Management System Can Boost Your Customer Service

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Customer service is top priority in the independent insurance industry. Giving your clients and potential customers the attention they need and deserve is how you separate yourself from the competitors. A happy customer is more likely to refer your business to their friends, so why hinder organic business opportunities?

How are you streamlining all of your client information, policies, documents, quotes, and so on in one location? The more clients you bring on, the more data you have to store. Stop storing things in different places! With EZLynx Agency Management System you can cut your data entry time in half while accessing all of your client information, policies, and documents in one easy location.

Within EZLynx Agency Management System you can boost your customer service efforts by working within one space. Whereas you may have previously had to look at multiple calendars before, or rifle through multiple pages of policies each time a customer calls, now you have all of this information – and more – available at your fingertips.

What can you do within EZLynx Agency Management System?

  • Accounting – track payments, split commission tracking, commission downloads, and more.
  • Accessibility – we organize your documents in a user-friendly, searchable manner.
  • Easy Renewals – with our Policy Sync feature, you can get side-by-side comparisons of application and policy information.
  • Online Document Signing – you read it right, its 2016 and you can sign online. Quickly & safely sign documents and send to clients for signature.

More than what is listed above, we are constantly adding new features to our Agency Management System. We want to help your agency work smarter, not harder.

Not happy with your current Agency Management System? Don’t sweat, give EZLynx a call. All of the data that is currently in whatever Agency Management System you’re already using can be transferred to our system. We can help you streamline your entire agency, making your life multiple pages and hours of data entry less complicated.

 


EZLynx has become a Full Customer Lifecycle Solution

We have developed a suite of integrated solutions to help streamline your agency workflow.  This full range of digital marketing, customer retention, and agency management tools are built on the foundation of EZLynx for a seamless user experience.

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EZLynx has become known in the industry as the leader in comparative rating, but what people may not realize is that EZLynx does more than rating.  We’ve taken what we’ve learned from our customers and what we have seen happening in the industry to create a suite of integrated solutions for EZLynx that can help streamline your agency workflow.  This full range of digital marketing, customer retention, and agency management tools is built right in to the EZLynx platform for a seamless agency-in-a-box experience.

EZLynx Agency Websites

Consumers spend more time researching and shopping for insurance online than ever before

It all starts with the website.  It’s your digital storefront, and it’s likely the first place your current customers and potential customers are going to go when they need help with their insurance.

We quickly saw that agents did not have the time or technical knowledge to take full advantage of our Consumer Portal, which provides consumer-facing live quoting for agents.  Through our own efforts in driving organic search traffic, we realized that agents did not have the time to do what was necessary to slowly bring in new visitors to their website and ultimately to their Consumer Portal for a quote.

Our agency website solution allows agents to collaborate with our website management team to build and maintain a strong digital presence that is fully integrated with our live quoting and customer self-servicing features.  SEO is a slow, on-going process, so our agency websites come with a blog, social media connectivity, and weekly custom-written content updates.  Most importantly, we have quarterly analytics conference calls to provide full transparency on the performance of the website.

EZLynx Consumer Portal

Provide consumers with comparative live quoting on your agency website

In the end, what agents really want out of their website is new business. While our SEO strategy with EZLynx Agency Websites can sometimes help drive new visitors to your site, the EZLynx Consumer Portal is where we want them to end up.  We’ve defaulted the most common questions and streamlined the form screens to make it as easy as possible for consumers to work their way through the online quote process so that the new leads quickly drop into your EZLynx account, ready to be sold.

However, busy and distracted consumers often never finish filling out the forms.  We’ve set up our Consumer Portal to automatically send follow-up emails to give consumers the opportunity to pick up where they left off.  This all happens automatically in the background, saving you time and potentially bringing a consumer back to your site.

We also realize that sometimes you have to go to where the business is.  In the age of social media, that means Facebook.  We’ve created a Facebook version of our Consumer Portal that allows agents to provide live comparative quoting directly on their Facebook Page.  This gives agents the opportunity to take advantage of the power of word of mouth (in the digital sense) and capture leads without the user having to leave the Facebook site.

EZLynx Policy Management

Ditch that expensive management system

The costs associated with operating a successful independent agency can quickly and unexpectedly skyrocket.  One of the greatest expenses for an agency is the management system.  That’s all about to change.

EZLynx Policy Management can replace much of the functionality found in legacy management systems – at a fraction of the cost.

Most agents have accumulated huge amounts of customer data, so much so that they have essentially become chained to their outdated and overpriced management system.  Migrating to EZLynx Policy Management may sound daunting, but our data conversion team has had amazing success helping agents migrate their existing customer data into our system.

EZLynx Customer Self-Servicing

Integrated and seamless customer service solutions

With EZLynx Policy Management and policy downloads, agents can take advantage of our seamless customer self-servicing feature to provide their customers with online access and, ultimately, reduce the workload of you and your CSRs.

All of the customers in your EZLynx account (we call them Applicants in EZLynx) that have an active policy can be given the ability to use their email address to log in on your website.  After a verification process, the customer is able to see their active policies, print out relevant documents such as proof of insurance, and download other documents that the agent has chosen to make available.

The document center provides agents a way to share important documents with their customers, but it also allows customers to upload documents without having to use the less secure method of email.  We’ve also made sure that all communication with your customers is logged as an Activity to ensure you have a clear trail of communication.

Our new version of Customer Self-Servicing (coming out next month) also includes guided change request forms to help customers give their agents the exact details they need to know in order to minimize the amount of time spent following up on the phone.  We are also striving to make the consumer experience quick and easy, keeping your customers happy and ensuring they’ll stick around when it comes time to renew.

EZLynx Marketing Campaigns

Retain customers and nurture leads with automated drip campaigns

Most independent agents are business savvy individuals that have learned how to keep costs down while still providing a high level of service to their customers.  EZLynx Marketing Campaigns is a simple way to set up automated drip campaigns that can be enabled on a per-applicant basis.  It’s an easy and cost effective way to put customers on a renewal or upsell reminder 6 months down the road or to send an email to a lead every few months.

If an agent is not in EZLynx, they are more than likely working through their inbox.  When we created our Marketing Campaign feature, we knew two things:  First, no one is going to want to keep track of who is on what campaign.  Second, responses to email marketing campaigns are going to land in an agent’s inbox.  This is why we created our Microsoft Outlook add-in.  The Microsoft Outlook add-in for EZLynx connects your inbox to your EZLynx account to help keep key information right at your fingertips.

Using the Outlook add-in, every email you get from an EZLynx Applicant is going to be flagged to show their details, including whether or not the consumer is on any marketing campaigns.  If their email is in response to a campaign, you’ll be able to remove the consumer from the campaign with a single click.

Our Outlook add-in also works seamlessly with Policy Management and policy downloads.  Since EZLynx will have up to date policy details for each of your customers, you’ll be able to immediately see those details from within Outlook.  You can also save email conversations and attachments directly to EZLynx, ensuring that consistent records are always kept for each Applicant.

EZLynx is a complete agency-in-a-box solution

A streamlined, efficient, full customer lifecycle suite for the digital consumer

EZLynx has worked hard to find out what agents need most in order to be successful in what has become a highly competitive online marketplace.  Independent agents don’t have the resources to compete with hundred million dollar marketing budgets of direct writers like Geico.

What EZLynx has done with our suite of solutions is to help make it easier and more cost effective for independent agents to manage their customers and generate new business, and we’ve bundled this suite of features into several packages to help meet the needs of each individual agency.

To find out more about EZLynx and our digital marketing, customer retention, and agency management tools, click here.