Personal Policy Change Pipeline B Training

/SOP: Personal Policy Changes Pipeline in AgencyZoom

Objective:

The objective of this SOP is to guide team members on how to effectively use the Personal Policy Changes Pipeline in AgencyZoom to capture potential changes, track service requests, and follow up with clients to ensure policy changes are processed efficiently.

Key Steps:

1. Create Service Tickets:

   • Identify the stage of the policy change request (requested, info needed, processed, carrier).

   • Use the appropriate category related to the requested change.

   • Assign the service ticket to the relevant team member.

   • Opt-in for text messaging if the client has provided written consent.

   • Set a due date for completing the service ticket.

2. Complete Service Tickets:

   • Update the service ticket with relevant information (e.g., changes made, updates required).

   • Complete the service ticket once the change has been processed.

   • Update the client's profile with the completed service ticket for reference.

3. Follow Automation:

   • Review and understand the automated emails and text messages sent to clients at different stages of the service request.

   • Utilize automation to follow up with clients for missing information or pending changes.

   • Adjust automation settings as needed based on the status of the service request.

4. Reopen and Update Tickets:

   • Reopen service tickets if further updates or changes need to be made.

   • Add notes and details to the reopened ticket.

   • Complete the ticket once all changes have been finalized.

Cautionary Notes:

• Ensure accurate categorization of service tickets to align with the type of policy change requested.

• Obtain written opt-in for text messaging before sending automated messages to clients.

• Double-check information provided by clients before processing changes to avoid errors.

• Follow up promptly with clients for missing information to prevent delays in processing requests.

Tips for Efficiency:

• Use the search function to quickly find relevant tags or categories when creating service tickets.

• Review automation emails and texts to ensure they are aligned with the client's service request.

• Utilize manual tasks for additional follow-ups or reminders if needed.

• Reopen and update service tickets for ongoing or incomplete service requests to maintain accurate records.

By following these steps and guidelines, team members can effectively manage policy change requests using the Personal Policy Changes Pipeline in AgencyZoom, ensuring timely and accurate processing of client requests.