Agent Workflow tool at Fortune 100 Insurance Firm

Customer experience varied widely depending on the experience level of the agent. Rigorous agent training was done but took time to reflect in customer interactions

Actions: 

• Designed and shipped an agent workflow tool for new agents

• Prioritized most important client needs based on relationship stage

• Guided agent step by step while allowing leeway for agents personalization

Results

• 60% of new agent sales happen through the tool now

• Wide Tool adoption including in selling process for established agents