Client & task
Every insurance agency has its own approach to solving operations challenges. Muir Insurance Group wanted a streamlined solution that was easy for producers and CSRs to ensure every new client’s policy was properly documented and bound. Together, we designed a seamless process in HubSpot where every step is updated and shared, giving the team and company leaders peace of mind that everything was being done as needed for all new clients.
Gathering Requirements
Working with Kevin Neenan, Muir’s producers and CSRs, we assembled a list of what information and documents were needed and what steps needed to be tracked and how.
Deals and Tickets
At Muir, producers work with deals and CSRs work with tickets. In order for a post-bind process to work, we needed a process that was mirrored in both deals and ticket. Producers would set the requirements needed to bind the policies and CSRs would follow up, updating the requirements as they were processed and completed. Both could see the updated properties in real time on both the deal and the ticket.
Our approach
Initially, we looked at creating properties in deals and tickets and using workflows to pass information between them. In the end, we were able to use a single workflow to create the post-bind ticket and associating it to the deal but we only needed deal properties, a couple property list cards for the deal and a couple association property list cards for the ticket.
Ticket
The image above shows the ticket post-bind tab with an association property list card allowing the CSR to edit and update properties on the associated deal.
Deal
The image above shows the deal post-bind tab with an property list card showing properties on the deal. The deal owner updates the fields and they are immediately reflected on the ticket. The status card drop down is how deal owners trigger the post bind ticket creation process.
Drop Down Status
For all the properties that are being used for post-bind tracking, we used the same drop down options which both the deal owner and ticket owner can update and view as needed.
The Results
Since putting in the post-bind process, both producers and CSR’s are able to confidently track progress on all new deals won. Producers identify what is needed on each deal and CSR’s complete the requirements, updating their progress as they get it done.
Although it seems like a simple change, adding the post-bind checklist did exactly what we needed it to. Our onboarding communication and requirements issues have been practically eliminated.