Insurance firms are facing a multitude of sales and retention roadblocks as mobile phone calls and texts become an integral part of the pipeline. Unrecorded or undocumented mobile calls, lack of call-record integration with CRM tools, technical issues with globalization trends, and compliance risks are just a few of the pain points. But what if you could have virtual business mobile profiles that are active 24/7 with automated CRM integration? Let’s take a closer look at this innovative concept and the growth potential it is unleashing worldwide. Simply put, Insurance agency sales are not really optimized today. More and more cellular phone calls are slipping through the cracks due to a wide range of technical and operational reasons, causing regulatory loopholes and ineffective Sales pipelines. There is also a risk of brand damage and customer churn. The Insurance industry needs to address these issues proactively. A Day in the Life of the Insurance Sales Team Before elaborating on the solution, we must cover the five biggest pain points Insurance sales teams are facing in today’s dynamic global markets. 1 – “Your Number is Currently Unavailable..” The Insurance sales process starts getting bumpy with mobile phone communication (or lack thereof), which is the most commonly used method being used by today. Firstly, there is the problem with sales reps being unreachable due to meetings, working remotely due to COVID-19, or being in-transit (think air travel). This is also a problem with offshored sales teams. The Result – This directly impacts customer satisfaction levels and makes work hard for sales agents, who also can’t really track/record missed calls. 2 – “Are You Recording Me?” Many companies face issues with extracting business-relevant data from their agents’ cell phones, which are also used for private calls that should never be recorded. The Bring Your Own Device (BYOD) trend has intensified in recent years, but is now creating many privacy risks. Just imagine a sales agent losing his phone at a train station – corporate and customer data is at risk! The Result – Regulatory and privacy laws are everywhere. You need to make sure only business-related calls are recorded – without violating user privacy. The same applies of course to Call transcripts. 3 – “VoIP What?” You have probably automated the recording of your landline calls, Web chat communications, and email threads to make everything work seamlessly with your CRM solution. The same also applies to Voice over Internet Protocol (VoIP) calls, which require good internet connection and ideal network conditions on both sides to work well. More often than not, this isn’t the case. The Result – Digitalization is great, but with so many technical variables in play, it’s not going to replace cellular phone communication anytime soon. 4 – “I’m Lost! These Mobile Calls Are Not Making Any Sense.” Unfortunately, not documenting and recording mobile calls is leading to more and more broken sales cycles. Besides the obvious frustration and confusion this causes within teams (think new agents selling to old customers), client service ratings, and customer retention metrics are impacted directly. Also, integration with CRM solutions using third-party tools is a challenge in itself. The Result – “Connecting the dots” is probably the biggest difference between closing deals and not striking when the iron is hot. A huge pain point. 5 – “What Did You Say?” Communication with clients is no longer based on trust. Price quotes and proposals need to be documented to avoid unintentional confusion or malicious disputes. But with things getting done via mobile phone calls, more and more disputes are being created. This is a big headache for Insurance companies, which now have to dedicate resources to solve these issues. The Result – Disputes and complaints are harming brand growth and increasing customer attrition. They probably can’t be nullified, but need to be minimized. Mobile2CRM: Separating Business and Private Calls Mobile2CRM is revolutionizing the world of Insurance sales and retention by seamlessly integrating automated employee cellular call recordings into your CRM system (business calls only!). This innovative cloud-based technology is flexible and has plug-and-play functionality. It can work smoothly with multiple CRM platforms like Salesforce, Microsoft, HubSpot, ServiceNow, and more. Integration is just the tip of the iceberg. This tech is helping automate the capturing and documenting of meta-data, call recordings (including transcription), and text messages. Everything is automatically blended into your sales pipeline for optimal results. Needless to mention, this also allows sales managers to improve their training and onboarding procedures, especially with teams working remotely today. So how does this work? The principle is as mentioned earlier – Separating business and private calls without requiring SIM-card switching or buying additional handsets. The secret sauce lies in the proprietary Mobile2CRM software, tech that adds a virtual business profile to your agents’ phones. This profile’s mobile number can be reached for calls, texts, and WhatsApp chats – regardless of the geolocation. These virtual business profiles are completely operator-agnostic and provide a 24/7 solution for Insurance sales teams. With Mobile2CRM, you can have multiple international or local cellular numbers working simultaneously on one handset without requiring unreliable and unstable VoIP technology support, while being compliant at all times due to the siloed approach. Related: Unleash the Power of Cellular Business Calls This enhanced reachability and integration capability is helping Insurance companies enhance relationships with customers, while also maximizing Customer Lifetime Value (CLV) metrics across the board. With so many online reviews and social media emerging as a decision factor, you must maximize customer satisfaction at all times to achieve sustainable growth. Call recording, documentation, and analysis is the key to scaling up today:
- Fixing Broken Sales Cycles – Mobile2CRM’s technology is helping Insurance companies steer clear of VoIP and operator-dependent solutions that can’t provide complete reachability, nor can they patch up the missing link – cellular phone recording, documentation, and integration into the Sales and Retention pipeline.
- Customer Satisfaction – Clients can now reach sales representatives and executives (when needed) at any time and get answers to their questions. They can also get faster service when they call to close deals. This availability and reachability is a key factor in getting a high client service rating, something that is also boosted when there are fewer disputes.
- Optimal Security and Compliance – With privacy regulations like General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) in full effect, you need separate private and business calls to record only the latter. Collecting private information without prior consent is a huge no-no today. Compliance is no longer an option.