Improved Customer Service Ratings by 70% A Smarter Way of Working in the Digital Era for Senior Sales People

"The insurance business places a strong emphasis on the relationship between people. To provide customers with service before they even need it, relies on detailed management of customer data," stated the Da Wang location communication services regional manager. Senior members of the sales team must think about how to increase client satisfaction which in turn increases customer referral rates, or in other words, how to get your existing customers to introduce new customers to you.

The channels insurance agents use to communicate with their clients are constantly changing! "In the past, it might've been through text messages, now, almost all communication occurs through Line. But there is no way to manage or analyze data using Line." Therefore, Huang Zheng-Xiong places a great amount of emphasis on customer relationship protection software, and has tried a variety of options available on the market. Still, most of the software available has either not been able to help bridge the distance between agents and customers, or the features are more designed to address the needs of less experienced sales people with a smaller client base. "VIdegree was the one in a million, and its design is based on a lot of initiative taking marketing concepts," Huang stated happily.

"When we have a large number of clients, we always tend to visit the ones we are familiar with. But VIdegree's "show nearby clients" feature, helps us know if there are clients we have less contact with nearby. Stopping by just to say hello, to chat for a bit can go a long way in forming a better relationship, making it easier for clients to think of us when they need insurance," shared Huang appreciatively. Anything we previously talked to a client about can be immediately recorded in VIdegree. Memos can then be used to create work reminders, which help make sure that no important details or deadlines are missed.

Many policyholders now pay by credit card. This creates the issue of payments no longer being able to go through when the expiration date of the card is reached, in which case payments need instead be made by cash or wire transfer. When customers receive such notice, it always creates complaints. Using VIdegree allows you to actively remind clients to renew their credit card information, solving this long-standing problem!

What makes the insurance industry different from other industries is that: the person our sales team comes into contact with might just be what we call a representative figure, the people who are actually in need of the insurance are the family. Therefore, it takes a complete network connection chart to find the list of remaining potential clients. Huang reminds us that, "Consideration must also be given to the people actually being insured. You need to make sure to maintain your connection with the family also, otherwise if someone closer to them becomes an insurance agent, then you will very likely get replaced. So you can't just be on good terms with the representative figure." To further differentiate their services, Huang uses the "tagging" feature to clearly mark all representative persons and all who are actually being insured. Whenever there is news regarding insurance policies or on-going promotions, messages are sent to the appropriate group. In addition, for the clients with a previous record of referring new clients, the system reminds Huang that their special templates should be chosen for their holiday greeting cards. This allows Huang to give these clients the VIP treatment in appreciation of their referrals.

After changing their mode of operation, Huang now has more time to spend with his family, pursue hobbies and engage in golf, which is his favorite leisurely sport. "Sometimes when I'm on the golf course, I receive phone calls from clients. When this happens, I immediately log-in to VIdegree and search for records or information on the client, which allows me to quickly provide my customers with the best response to their question." But the benefits of using VIdegree do not just end there, in the future when Huang traveling abroad, he would even be able to assign someone to cover for him. Work related stress no longer has to follow you on your vacations.

"Since using VIdegree, I've increased the margin of tasks I'm able to handle in a day. Previously, 60% of my time was taken up just responding to clients' questions. Now, thanks to the systematic reminder service, several issues are taken care of early on. The number of customer emergencies have dropped from 8~10 cases a day to 3~5. Now over 70% of my time can be spent on marketing and building better relationships with clients. I no longer need to spend all my time trying to put out fires and making a mess of everything. The best part is that my relationships with my clients are better than ever, and they have become increasingly willing to refer their friends and family to me." In other words, the regional manager of Nan Shan Life Insurance at the Da Wang service location whole heartedly recommends VIdegree.