US Insurance Agency Partners with Flatworld Solutions for Efficient Account Management

The Brief

• Client Profile: A US-based insurance agency offering a range of risk-coverage services, including Business Insurance, Risk Management, Employee Benefits, Finance and Accounting Services, and Private Risk Management.
• Challenge Faced: The agency sought a vendor capable of efficiently managing its insurance accounts with high precision and skill to control rising operational costs and improve customer satisfaction.
• Project Objective: To manage the agency's insurance accounts efficiently and cost-effectively, ensuring accurate and up-to-date account information.

The Solution

Backoffice Pro implemented the following strategies to enhance operational efficiency and client satisfaction:

• Comprehensive Training: The team underwent two weeks of intensive training via WebEx sessions to understand the agency's various insurance accounts and processes.
• Regular Communication: Established consistent communication channels with the agency through email, chat, and telephone to receive guidance and updates on managing the insurance accounts.
• Autonomous Management: After mastering the processes, BackOffice Pro's team independently managed the insurance accounts without additional guidance, ensuring all accounts were updated accurately.
• Sagitta Database Management: The team managed and regularly updated the Sagitta database, which stores information on policies, companies, and individuals associated with the agency.
• Accounts Maintenance: Responsibilities included calculating premiums received, raising invoices, creating new accounts, renewing existing ones, and calculating the agency's percentage.
• Accounts Receivables Management: Updated insurer receipts billed by the company, ensuring accurate and timely records.

The Outcomes

The collaboration led to several key outcomes, including:

• Increased Team Involvement: The number of Full-Time Equivalents (FTEs) involved in the project increased within a short period, reflecting the agency's confidence in BackOffice Pro's capabilities.
• Expanded Partnership: Impressed with the quality of work, the agency outsourced 40% of its back-office work to BackOffice Pro.
• Enhanced Communication: Regular interactions through telephone, chat, and email facilitated updates and feedback, strengthening the partnership.