Case Study

Caldwell Roach Implements QuickFacts

Objectives

Caldwell Roach's primary objectives in adopting QuickFacts were to enable staff, especially younger members, to make accurate quotes; improve collaboration within the organization; and increase efficiency by centralizing insurance-related documents.

Implementation

The implementation process went smoothly, with QuickFacts' dedicated support team working closely with Caldwell Roach staff to ensure a seamless transition. Within a couple of months, the software integrated with their existing infrastructure, and employees appreciated its user-friendly interface and online accessibility. This positive approach to change management facilitated alignment among all employees, resulting in consistent and efficient usage of the new software.

Results:

Time Savings and Efficiency

QuickFacts streamlines administrative tasks, reducing the time spent on manual processes such as gathering information from insurance companies' portals or calling underwriters. This allows staff to dedicate more time to building stronger client relationships and delivering exceptional customer service.

Improved Customer Satisfaction

With real-time access to up-to-date information, staff can address customer inquiries promptly, reducing wait times and increasing overall customer satisfaction.

Background

Caldwell Roach is based in Nova Scotia and services personal and commercial clients across the region. Prior to implementing QuickFacts, they faced difficulties in tracking and managing information efficiently. An initial transition to cloud-based systems allowed them to streamline most of their processes and improve efficiency, a subsequent implementation of QuickFacts was yet another leap in capability.

At A Glance

Challenges

Adoption alignment
Non-standard cases
Manual processes
Long wait times

Products Applied

Comparison Software

Benefits

Time savings and efficiency
Improved customer satisfaction
Enhanced renewal efforts
Streamlined onboarding of new staff

"

We aim to avoid calling the insurer due to long wait times, which is the main concern. Efficiency is crucial in our work process. When clients reach out, we want to provide immediate answers without putting them on hold or calling back later. Time is valuable, and we don't want to deal with voicemails. Having information readily available at our fingertips makes our lives easier.

Jordan WhitePersonal Lines Account Manager

Enhanced Renewal Efforts

The renewal team loves QuickFacts' comparison charts. For instance, when they encounter a client with an older oil tank, they can now easily access the comparison feature to identify which companies would accept such clients. This functionality has significantly streamlined their process and saved time, making it a valuable tool in their daily operations. Besides, the comparison charts enable them to offer potential savings to clients. This opportunity was often missed, and now clients are given more options which results in stronger retention percentages.

Streamlined Onboarding of New Staff

QuickFacts has proven to be an invaluable tool for onboarding new staff members. Before QuickFacts, new staff would spend considerable time exploring the multiple carrier portals - each of which was structured differently, adding to the complexity of the task. Now, with one sign-in and a single interface, they can access coverages, endorsements and payment plans for all carriers in a single place.

Support for Non-Standard Cases

QuickFacts’ comparison charts are particularly valuable in helping agents deal with non-standard cases. The platform instantly identifies which insurers are likely to accept unique risks, such as modified vehicles or imported items. This avoids wasting time (hours at a time) with underwriters who are unable to consider these risks.

Effective Learning Tool

QuickFacts is an effective learning tool for both new and experienced staff members. The platform makes it easy to browse different types of coverage and terms so that staff can learn much more quickly about the range of products available.

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Kent & White Implements QuickFacts

Kent & White's main objectives in adopting QuickFacts were to take the stress out of updating the existing information, enhance efficiency, and simplify document management. They aimed to achieve this through automation, streamlined workflows, and centralization of insurance-related documents.

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