NATIONAL LIFE INSURANCE AGENCY REVOLUTIONIZES LEAD MANAGEMENT SYSTEMS WITH CSG XPONENT
The Challenge
A major life insurance provider was redesigning their lead management process to more quickly balance the demands of their agents and customers. The brand operates by distributing leads of interested customers directly to agents, who would then work with the customer one on one to determine the best policy for them.. While it had been extremely manual in the past, their new design would make it automated. They needed to connect the right customers to the right agent, and they had to manage this through a set list of priorities and agent availabilities.
Once a lead arrived in their system, a series of decisions had to be made to determine which agent received it. The insurance provider also needed to ensure that their customers across North America were receiving prompt service without overwhelming their team. They could do all of this with their existing stack, but there were often delays because their systems were not built to work in real time and instead relied on batch-based processes. The insurance provider needed a tool for real-time listening, decisioning and automation. They turned to CSG Xponent.
The insurance provider used Xponent’s intelligent listening, decisioning and automation capabilities to sort incoming leads and distribute them to the proper agent.
Xponent listened as the customers and prospects interacted online, used the rules and automated systems the provider was able to set up, and determined which agent to assign them to. The platform then determined whether or not the agent already had too many leads assigned to them.
Once Xponent ingested the customer data and decided of which agent should receive their information, the platform automatically sent a notification to that agent through the insurance provider’s communication network. If a customer was not engaged by an agent or if the agent had left the business, Xponent would see that and transfer the lead to another agent.
The Solution
The Solution
Using CSG Xponent, the insurance provider created a more manageable agent experience for their distributed team, which translated to better customer experience overall. They have not missed a single day of automation since going live with their project, and their lead volume continues to be strong.
In the future, the insurance provider plans to add in-home personalization with Xponent's advanced real-time decisioning capabilities, and to build out an employee experience-focused dashboard to help each agent provide the best possible experience for their customers.
Over 400
DAYS OF RELIABLE LEAD DECISIONING AND FLOW
100,000+
LEADS SUCCESSFULLY ASSIGNED
XPONENT'S SYSTEMS THEN LISTENED AS THE CUSTOMERS CAME IN, USED THE RULES AND AUTOMATED SYSTEMS THAT WE HAD SET UP WITH THE CLIENT, AND DETERMINED WHICH AGENT TO ASSIGN THEM TO.