Page 13 - COVID-Proof-Your-Agency

Chapter 2 – It’s a Pandemic. What’s Next? | Blew, Caldwell, Masiello

 Digitize Your Agency: Agents who have embraced the digitization of their agency over

the last 12 to 18 months made a relatively smooth transition to the virtual office. They

have trained their staff and created effective procedures for using service centers and

agency management system client portals. They have educated their clients on how to use

these service tools and reimagined how to provide outstanding service in the digital

world. These agents have created websites that are interactive and robust with digital

communication capabilities, including social media and texting. We have included an

interactive Digital Agency Scorecard to assist you in developing, or modifying, your

digital agency planning.

 Seek Insurance Company Assistance in a Digital Emergency: Most insurance

companies are ready to help those agents who were slow or unable to make the move to

digitization within their agency early on. They can expedite the enrollment of the agency

in service centers and provide web-based training for agency staff. They can provide

marketing support to assist in promoting service centers and to encourage clients to enroll

in web-based self-service portals.

 Temporary Support Staff: During a crisis like this, many agents were prepared to hire

additional staff or interns to help with the transition on a part-time basis. In some cases,

this included using college students who became available as their universities and

colleges prepared for virtual learning. These young people are tech savvy and able to

assist with implementing the virtual office and with communications to the clients.

 Office Closure: It is important to take note that there are some differences between rural

and metropolitan agencies. The rural agencies may be able to remain open during the

early part of the pandemic while maintaining a healthy working environment. They may

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