A property/casualty insurance company has launched a web portal that offers its sales agents and customer service representatives (CSR) one-stop shopping solutions in real time.
“We expect to win and retain a lot more business we are good at and help our agencies do the same. We find our underwriters are using it to help access appetite and marketing tools instantly. They do so at their desk or when they travel,” said Jim Griesing, VP of corporate and commercial marketing. “It’s a revenue play, a profit play and an expense play because we’re able to do things quicker and more effectively with the portal.”
The Hanover Insurance Group’s SmallComm solution provides product comparisons, pricing and coverage information, access to policy, billing and claims forms as well as documents useful to both independent agents and their customers.
“From a back-end perspective, this is part of larger effort to make dynamic content and tools available to our agents. We are rolling out a new web experience management platform from Adobe over the next five years,” said David Meiselman, director of web strategy.
SmallComm enables agents to take advantage of more than 500 eligible classes with specialized industry-leading products.
The portal is compatible with the iPad and other mobile devices.
“We’re committed to a mobile platform so that wherever our field people go, SmallComm is available to them,” said Griesing told Insurance Networking News. “We can’t be there for our CSRs and account executives 24/7, but the portal can be. “
Hanover worked with 35 CSRs and account executives to find how best to serve their needs.
“CSR and account executives at agencies are the workhorses. They make things happen in a big way. They are busy. They are expected to know a lot and they wear different hats, which is difficult,” said Griesing. “The portal is a living tool designed by CSRs for CSRs to leverage their expertise.”
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