Current Customers

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Current Customers by Mind Map: Current Customers

1. Claims

1.1. Receive Phone Call

1.2. Receive Notification from Company

1.2.1. create task for Agent or CSR make initial phone call

1.2.1.1. Call is Made:

1.2.1.1.1. Add Tag: Active Claim Auto

1.2.1.1.2. Add Tag: Active Claim Home

1.2.1.1.3. Add Tag: Active Claim Other

2. Annual Reviews

2.1. Send Initial Email #1

2.1.1. Yes

2.1.1.1. Sent to calendar to schedule appointment

2.1.1.1.1. Schedules Appt

2.1.1.1.2. Doesn't Schedule Appt

2.1.2. No, I'm fine

2.1.2.1. Send to landing page to update or confirm information and acknowledge they are happy with their current policies / coverage.  After confirming, send to a page to give a testimonial or review on google, facebook, etc

2.1.2.1.1. If completed

2.1.3. Doesn't Click Anytihng

2.1.3.1. Email #3, Re-send link to confirm

3. Claims: The other person

3.1. Email: Understanding the claims process

3.1.1. Send weekly until resolved

3.1.1.1. Satisfied

3.1.1.1.1. Add tag: Claim - OP Positive Claim

3.1.1.1.2. Send: Leave a testimonial email

3.1.1.2. Unsatisfied

3.1.1.2.1. Agent call to do damage control. Try to sell them on our agency

3.1.1.2.2. Add tag: Claim - OP Negative Claim

4. New Client Onboarding Process

4.1. What's Next Email

4.1.1. If Policy - Home tag

4.1.1.1. Send Email: Video explaining mortgage billing, payment, escrow account, etc

4.2. Send Welcome email from Laura: Video explaining how our office works, reach out to Laura for policy change, billing questions, service requests, EOI to bank or CU, insurance cards, etc

4.3. 1 day later: Send Day After Text

4.3.1. 7 days later: Create task:  Welcome call from Laura

4.3.1.1. 32 Days later: Create Task: Billing Review

4.3.1.1.1. If billing is good

4.3.1.1.2. If billing needs attention, Laura to resolve

4.4. Add tag: Current Client

4.5. Add tag: PIR - month , set at 11 months from policy date

4.6. Create task / email: Agent Post Closing Checklist

4.7. Create Task: Laura Post Closing Checklist

4.8. Add tag: Mail Newsletter

5. Policy Change

5.1. Client calls with Service Request

5.1.1. Create Task for service Request, assign to CSR

5.1.1.1. Service Request is processed

5.1.1.1.1. Changes are sent via Docusign for signature

5.1.1.1.2. Notes made in EZ

5.2. Submits service request via Website