Meemic Insurance Agents CRM Presentation February 2015
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The document discusses the benefits of customer relationship management (CRM) systems for insurance agencies. It defines CRM as a system for managing interactions with current and future customers, often using technology to organize, automate, and synchronize sales, marketing, customer service, and support. The document outlines key CRM benefits such as improved productivity, decision-making, and customer experience through centralized customer data and history. It also provides examples from insurance agencies that have experienced these benefits after implementing a CRM system.
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Meemic Insurance Agents CRM Presentation February 2015
- 1. Efficiency & Growth with CRM What it means for a Meemic agency
- 2. www.aspen-tech.com 866-880-4228 info@aspen-tech.com Introduction • AspenTech Consulting Group, Inc. – Plymouth, MI • Marshall Knapp • Greg Knapp • Registration Form
- 3. www.aspen-tech.com 866-880-4228 info@aspen-tech.com Introduction • Small business focus • Results-driven Customer Relationship Management (CRM) systems since 1994 • What is CRM?
- 4. www.aspen-tech.com 866-880-4228 info@aspen-tech.com Introduction (cont’d) Customer relationship management (CRM) is a system for managing a company's interactions with current and future customers. It often involves using technology to organize, automate and synchronize sales, marketing, customer service, and support. - Wikipedia
- 5. www.aspen-tech.com 866-880-4228 info@aspen-tech.com Introduction (cont’d) System Interactions Technology Organize Automate Synchronize
- 6. www.aspen-tech.com 866-880-4228 info@aspen-tech.com What qualifies as CRM? CRM • Act! • Base • Infusionsoft • Goldmine • Maximizer • Microsoft Dynamics CRM • Salesforce.com • SugarCRM • Zoho • And many more… Not CRM • Excel Spreadsheets • Outlook Contacts / Calendar • That rolodex on your desk • Stack of business cards in your pocket • Anything in your head • Sticky notes • Smart phone • Day planner • And many more…
- 7. www.aspen-tech.com 866-880-4228 info@aspen-tech.com Key Benefits of CRM – Part I • 360° View • Greater Productivity • More Meaningful Interactions • Facilitate Cross-Selling • Incorporate Technology
- 8. www.aspen-tech.com 866-880-4228 info@aspen-tech.com CRM Benefits 360° View Keep everyone on the same page with minimal additional effort required to do so. The ability to have all of a client’s history in one place has made our team more efficient by eliminating long hold times and callbacks. - Steven Scherff, Scherff Agency
- 9. www.aspen-tech.com 866-880-4228 info@aspen-tech.com CRM Benefits (cont’d) Greater Productivity When you implement a CRM system, you’ll be able to easily share information and increase your productivity With Act! and our detailed note keeping, each CSR has the ability to service any one of our clients. It makes them feel welcomed and want to do business with us. - Timothy Wittman, Leski Insurance Agency
- 10. www.aspen-tech.com 866-880-4228 info@aspen-tech.com CRM Benefits (cont’d) More Meaningful Interactions Centralized data and history of previous interactions will prepare your staff and enhance each customer experience My CSRs are logging every phone and email contact in the client’s Act! record and that helps us greatly in our day by day interactions with our clients. - Stew Gordon, Gordon Group Agency
- 11. www.aspen-tech.com 866-880-4228 info@aspen-tech.com CRM Benefits (cont’d) Facilitate Cross-Selling Knowing the interests of your customers and what they’ve previously purchased leads to cross-sell and up-sell opportunities When we are trying to improve someone’s coverage, we can send out letters recommending a certain type. - Stew Gordon, Gordon Group Agency
- 12. www.aspen-tech.com 866-880-4228 info@aspen-tech.com CRM Benefits (cont’d) Incorporate Technology Take advantage of technology to improve your business, the customer experience, and the working environment for your team. Multiple locations can access the same data. I can move staff between locations seamlessly. Either location can service any call. - Mike Macy, Macy Insurance Agency
- 15. www.aspen-tech.com 866-880-4228 info@aspen-tech.com Key Benefits of CRM – Part II • Improved Decision Making • Reduce Costs & Increase Return • Target Marketing • Protect Your Company
- 16. www.aspen-tech.com 866-880-4228 info@aspen-tech.com CRM Benefits Improved Decision Making Identify trends, measure and forecast sales and evaluate your team’s performance I have quick access to how the month, quarter, year, etc are going, both for sales and retention. - Mike Macy, Macy Insurance Agency
- 17. www.aspen-tech.com 866-880-4228 info@aspen-tech.com CRM Benefits (cont’d) Reduce Costs and Increase Return Improving the customer experience and increasing efficiency will reduce costs, increase customer retention and add new customers Act! has allowed us to regain lost business! - Lori Deem, Deem Insurance Agency
- 18. www.aspen-tech.com 866-880-4228 info@aspen-tech.com CRM Benefits (cont’d) Target Marketing Search, sort and segment your customer and prospects for laser-focused marketing efforts launched directly from your CRM system Zoho email templates have allowed us to provide consistent and timely communication to our clients. - Bethann Gyorke, Krumm Agency
- 19. www.aspen-tech.com 866-880-4228 info@aspen-tech.com CRM Benefits (cont’d) Protect Your Company When there is turnover or realignment, disruption is minimized. You have the records to cover yourself and your team. When a loss takes place, clients never remember having the conversation where they declined coverage. We have their actual voice and words. - Stew Gordon, Gordon Group Agency
- 22. www.aspen-tech.com 866-880-4228 info@aspen-tech.com What does AspenTech do? • Requirements Gathering • System Design • Data Migration • Implementation • Training • Support
- 23. THANK YOU!!!
Editor's Notes
- Welcome! How’s everyone doing this morning?!?!? I’m Marshall Knapp, a partner at AspenTech Consulting Group in Plymouth. With me today is Greg Knapp, my father, business partner, and founder of AspenTech. I want to let you know that we’ve got a little over an hour planned for our presentation. That’ll include a couple of points where we’ll stop for questions as well as some additional time for questions after our presentation and before lunch starts at 11:30. You know, I usually don’t like being the guy standing between a big group and their lunch… but I do like being the first presenter of the day… So I guess we’ll take it. But rest assured we’ll be done on time and won’t be holding you up from lunch. Before we get into the meat of our presentation, there’s a registration form on your tables for each of you to fill out. Let me just take a minute on that. Part A – go ahead and fill out now. Everyone take just a minute and fill that out. “Jeapordy song” doo doo doo doo doo doo doo Part B – we’re gonna save that for later. But before we leave the form, I need everyone to do something. There’s an option down towards the bottom – Yes, let’s have a conversation about CRM. No, I’m good, no need for a follow-up conversation. Or TIO. What’s TIO, any ideas? Right, think it over. We don’t want any think it overs. No T – I – O. Cross that out. We don’t want to waste our time chasing down people who really aren’t ready to have the conversation we need to have. And we certainly don’t want to waste your time listening to voicemails or reading a bunch of emails you’re not interested in. So just cross off T – I – O and at the end of our presentation, let us know if we should have a follow-up conversation or not.
- We’ve been implementing results-driven CRM systems for our clients – mainly small businesses – since 1994. What does that mean? Small business = you’ve got that one covered. We’re all small businesses here. Results-driven = we have a goal; our clients have a goal; and we’re building CRM systems to meet those goals Ultimately, we’re gonna measure against those goals, using the CRM system we’ve built. And for those already familiar with the term CRM, you know what I’m talking about on that front. But I’m sure for many, the term CRM is not one you’re familiar with or maybe you only have a vague understanding. We’re gonna work on that! But I’m sure there are more than a few people who aren’t quite certain what CRM is all about. Would anyone in the audience care to share what they know about CRM? Or tell us what CRM is in your mind?
- So, from Wikipedia: Customer relationship management (CRM) is a system for managing a company's interactions with current and future customers. It often involves using technology to organize, automate and synchronize sales, marketing, customer service, and support.
- There are a few key words from that definition that will make CRM really easy to understand. It’s a System with rules and structure, based on your needs That facilitates and tracks Interactions Using Technology – our desktops, laptops, phones, tablets, the internet, email. Etc To Organize information Automate processes And Synchronize – AKA keep everyone on the same page Sounds kinda techy, right? Well, our job is to mesh the best parts of the CRM systems with the best parts of your business – creating a real solution you can use.
- So, what qualifies as CRM? There are a lot of options… What are some of you using for CRM today? Anybody? Greg’s got a microphone – let’s get him some exercise. What’s that meant for your business? (animate the two columns coming in to delay in waiting for responses) Act!, Infusion, MS CRM, the ever-marketing oh so expensive Salesforce.com, Zoho, and so many more. Things we run into all the time that are not CRM – Excel, Outlook, a rolodex, and as you can see, a host of other things that some companies think will get the job done for them. If you’re in a situation where this is how your tracking your prospects and customers or you know someone who is doing it this way, a CRM system will pay for itself in no time. So why use a CRM system over these other tools? Let’s talk about those benefits.
- We’ve talked at a pretty high level about what a CRM system is up to this point, so let’s get into more detail on some of the key benefits. From CRM, you get: a 360 Degree View, Greater Productivity, More Meaningful Interactions, the ability to Facilitate Cross-Selling, and you’re incorporating technology. Is there anyone who doesn’t think those would be helpful? Of course not… all of these things are great for your business. Let’s look at each one of those a little closer…
- First, the 360 Degree View This is paramount in any CRM and it encompasses many of the other benefits we’re going to discuss. We want to keep everyone updated and on the same page, without adding much additional effort to accomplish that. This includes things like basic contact information, family details, employer information, follow-up tasks, events, previous interaction and correspondence. There’s just so much information that you gather about your customers – applications, photos, waivers, emails, phone calls, signatures…. I’m sure I’m missing some.
- With a CRM system you’ll be sharing information with ease and increasing productivity across the board. And more productive team members are more profitable team members. We want to increase productivity across the board, both at the CSR level and management.
- You’ll see a complete view of the customer and have the ability to review recent interactions others have had with that same customer. With that, your team will be in a better position to talk to that customer about their needs. The customer will appreciate the knowledge your team has and the experience will be much more positive.
- Cross-selling can be a great way to generate additional revenue with your existing customer base. A CRM system makes this much easier by easily seeing which policies a customer currently has while you’re on the phone or in a meeting with them. Or by being able to find customers without certain policies and and being able to reach out and market to them directly.
- Technology is prevalent in all of our lives. A CRM system takes advantage of technology to make your business run smarter, faster, and more efficiently. We’re able to automate processes as well as give you access to your information while you’re on the go, in schools, in seminars like this, or from multiple offices, including your home.
- Let’s take a couple of minutes here and watch a CRM system in action. This one in particular is Zoho, a completely web-based system. Keep in mind as we view demos and talk about benefits, we can do these things with either web-based or on-premise solutions. They might look and feel a little different, but we achieve the same goals with both.
- Let’s pause for a few minutes so we can address any questions that anyone has up to this point, and then we’ll get into Part 2 of the Key Benefits of CRM. (Greg wanders around with mic, allowing people to ask questions) Great questions! We’ll have additional time later for further questions or follow-up.
- Let’s take a look at Part II of our Key Benefits In addition to what we’ve already discussed, you get: Improved Decision Making, Reduced Costs and Increased Return, Targeted Marketing, and you’re Protecting Your Company Assets
- With a CRM system you can identify trends (who’s buying who’s not, who you should or shouldn’t be marketing to). You can measure and forecast sales. And you can evaluate your team’s performance, and effectiveness. How much time would it take to pull this sort of information together today? With CRM, it’s always at your finger tips.
- With a CRM, you’ll reduce long-term costs and increase return on your investments. This is about the bottom line. You’ll be able to do more with less – convert more leads to sales, retain more customers, renew them more quickly, answer their questions more intelligently… and the list goes on.
- By having a single centralized resource for all of your prospect and customer data, you can develop and launch laser-focused marketing efforts with your CRM. Many organizations do what we call “shotgun” marketing, pointing their message towards the general population they want it to go to and hoping they hit something. With a CRM system your marketing efforts can deliver exactly the right message to exactly the right people at exactly the right time. This could include new customer introductory emails, seasonal communications such as safe driving tips for your auto policy clients, or tips on preventing ice dams for your homeowners policyholders
- Ask yourself - When your most experienced CSR wins the mega millions and doesn’t show up to work tomorrow, do you have the information you need to pick up where they left off? Could you put a new CSR in their shoes within a few days and seamlessly continue working their pipeline and managing their follow-ups? With a properly implemented CRM system you have just that. Also, maybe there’s a dispute with a customer, you want to know you’ve got your bases covered. CRM gives you that too.
- Let’s take another look at CRM in action. This is Act! – an on-premise solution.
- Let’s take a few minutes so we can address any additional questions up to this point.
- Before implementing a CRM, you need a plan. You can’t build a house without a blueprint, right? That’s where AspenTech comes into play. Our bread and butter is helping clients implement CRM systems. That starts with determining your specific business requirements and deciding which software is best, which deployment option is best. We then build your system and migrate your existing data – spreadsheets, Outlook, other systems Then the system is installed and configured. We train you and your team how to use all of the relevant features for your agency. And we support you after the fact. Whether you decide to work with us at some point, that’s up to you. The most important takeaway from this presentation is that CRM systems are critical to your efficiency today and your growth moving forward. If you have a CRM but you’re not getting the results you think you should be, look for someone that can help you. If you don’t have a CRM and know you need one, find someone who can give you the advice you need for such a critical business system.
- Thank you everyone so much for your time today! We hope you have a great rest of the day here at the Meemic Winter Conference. Don’t forget to fill out Part B of your registration forms and drop those on the back table on your way out. We’ll pick them up there. We’ll also stick around for a little while if anyone would like to chat one-on-one or has any additional questions. Thanks again!