Standardized workflows and Robotic Process Automation (RPA) in cancellation campaigns
Your clients are more than just a
number; with … advancements and new
tech tools, you can show your clients how much
they mean to you and to your agency.
By Chris Paradiso
Maintaining an active and engaged client base is paramount in the dynamic world of insurance. One of the challenges insurance agencies often face is managing client cancellations.
Even though some client attrition is inevitable, proactive and streamlined communication can make a significant difference in retaining a client. Enter standardized workflows and Robotic Process Automation (RPA). RPA is a technology that uses software robots (or “bots”) to automate and streamline repetitive, rule-based tasks and processes in business operations.
These bots are designed to mimic human interactions with computer systems, such as data entry, data extraction and transaction processing, by performing tasks in a structured and standardized manner.
The importance of standardized workflows
Standardized workflows are structured processes or sets of tasks that are carried out routinely. Standardized workflows bring with them several specific benefits to agencies, their employees, and their customers. Top among them are:
- Consistency. Clients expect a uniform experience. With standardized workflows, every client gets the same attention and care, irrespective of the agent or staff handling their account.
- Efficiency. No more missed reminders or last-minute scrambles. A structured process ensures that every step is accounted for and executed on time.
- Scalability. As your insurance agency grows, it’s essential to have easily scaled processes. Standardized workflows provide a blueprint that can be applied across a more extensive client base.
Automation plus
The digital age has ushered in a host of new tech tools that allow us to automate daily tasks. A very good friend of mine, Mike Fusco, tapped into this potential by developing a cancellations campaign that automates client reminders. (Mike is chief executive officer of Fusco Orsini & Associates Insurance Services in San Diego, California, the June 2022 Rough Notes Agency of the Month.)
From text messages to emails, the agency’s system of automated reminders ensures that clients receive timely notifications from various personnel, highlighting the importance they place on their patronage.
While traditional automation plays a significant role, RPA brings a new dimension, allowing the agency to mimic human actions in digital systems—enhancing efficiency and accuracy and saving thousands of dollars.
Mike’s latest innovation involves deploying an RPA bot to work seamlessly with his agency management system. With a simple task assignment, the bot takes charge of uploading the client into his agency’s cancellation campaign, triggering a well-coordinated series of reminders.
Benefits of RPA in the campaign
There are a number of reasons to build robotic process automation into a cancellation campaign:
- Saving time. Manual data entries and uploads are time-consuming. RPA can perform these tasks in a fraction of the time.
- Reducing errors. Automated bots ensure data accuracy, minimizing potential human errors.
- Enhancing client experience. Faster responses and well-timed reminders increase the chances of client retention.
- Allocating resources. Freeing human resources from mundane tasks means more time for them to engage in value-added activities.
Implementing in your agency
Adopting RPA might sound daunting, but with a straightforward approach, the transition can be smooth. Here are steps you can take:
- Assess your agency’s needs. Not every process needs automation; identify tasks that are repetitive and time-consuming.
- Choose the right tech tool. Numerous robotic process automation tools are available and they cater to different requirements; it’s crucial to pick one that is compatible with your systems and your needs.
- Pilot and test. Before going with a full-scale deployment, run several pilot programs. Doing so will let you iron out any kinks and ensure that your staff is comfortable with the new system.
- Train. Do what you can to make certain your team understands the basics of RPA and its purpose in the agency. This will foster a sense of ownership among team members and will encourage effective use.
- Review and iterate. Continually review the effectiveness of the RPA system you’ve implemented. Be open to making tweaks to enhance its efficiency.
Looking ahead
In a competitive insurance landscape, staying ahead means continually innovating and adapting. Standardized workflows offer a robust foundation for efficient independent agency operations. Coupling them with the transformative power of RPA can significantly elevate your client retention strategy.
Embrace the future, and let RPA empower your agency to deliver unparalleled client experiences. Your clients are more than just a number; with these advancements and new tech tools, you can show your clients how much they mean to you and to your agency.
Invest in technology that helps your client service reps do a better job. This not only serves customers well, but it also will help agency culture. n
The author
Chris Paradiso is president of Paradiso Financial & Insurance Services, headquartered in Stafford Springs, Connecticut. His agency won PIA National’s Excellence in Social Media Award in 2013. He also heads up Paradiso Presents, LLC, which provides social media consulting, seminars, and workshops to help agencies thrive in the online marketing world. Contact Chris via email at cparadiso@paradisoinsurance.com.
