2. Strategic Value to the Organization
• Bring efficiency for outbound services
– Agent Desktop - Pop-up screen with client and policy information integration
– CRM – with Aspect integration
• Develop quantifiable methodology to gather customer feedback
– Retention module in CRM and Disposition Codes
3. Strategic Value to the Organization
• Gather and present customer feedback to the organization – for continuous
improvement in service
4. Strategic Value to the Organization
• Performance Information - Real-Time Dashboards and Historical
Reports – on Services and Agents
5. Strategic Value to the Organization
• Performance Information – Revenue and Retention Level
Estatus Retained
Grupo VIP2
VIP2
Sumof Pagado Column Labels
Row Labels 1 2 3 4 5 6 7 8 9 10 11 12 Grand Total
Tandem Insurance Agency $17,476.30 $16,634.59 $23,950.48 $16,655.45 $17,329.30 $16,585.00 $10,533.25 $10,834.50 $13,432.06 $11,340.53 $17,194.21 $12,784.25 $184,749.92
Grupo Cabrera $14,869.77 $17,593.50 $11,170.84 $11,729.25 $12,876.71 $15,302.75 $6,248.25 $5,686.80 $14,109.50 $14,929.36 $14,269.95 $12,329.25 $151,115.93
Grupo Berríos II $10,544.50 $11,448.00 $7,096.51 $12,623.00 $8,386.05 $9,713.50 $5,789.50 $5,624.00 $7,210.00 $7,186.95 $11,449.75 $9,097.75 $106,169.51
Grupo Abad $5,468.00 $5,127.25 $6,727.00 $2,521.50 $6,765.75 $4,655.25 $7,813.80 $1,658.50 $4,503.25 $11,441.05 $4,412.25 $6,061.75 $67,155.35
Catalino Sánchez $5,408.00 $3,620.66 $2,556.16 $3,443.00 $2,971.00 $3,599.00 $1,929.15 $1,669.80 $3,593.25 $3,433.50 $5,508.75 $3,942.30 $41,674.57
Grupo Berríos I $3,364.50 $2,026.00 $504.75 $2,373.00 $359.00 $2,776.00 $767.00 $474.00 $302.00 $12,946.25
Arecibo Nortecars &Velázquez Auto $769.00 $1,015.00 $1,089.00 $2,045.25 $180.00 $392.50 $855.00 $898.75 $253.00 $7,497.50
Grand Total $57,900.07 $55,439.00 $52,589.99 $51,043.45 $49,013.56 $52,621.00 $33,527.95 $28,249.60 $43,615.06 $49,704.14 $53,136.91 $44,468.30 $571,309.03
6. Strategic Value to the Organization
• Stop Revenue Leakage and Increase Client Retention Level
• Within first 11 months - 29,435 outbound calls.
• Policy retention increased from 67% in 2013 to 81%, by 14%.
• Total premium collection of $5.2 MM.
• Detailed reporting developed.
