This submit is a part of a collection sponsored by AgentSync.
While you’re purchasing for the expertise answer that’s going to remodel the best way your insurance coverage enterprise handles producer lifecycle administration, you would possibly have a look at numerous issues: Whole price of possession, pace and ease of implementation, the software program’s person interface, how effectively it integrates into your tech stack general – simply to call just a few.
One space you won’t instantly have a look at throughout your analysis part is buyer success. In any case, you’ve acquired far more to fret about whereas purchasing for and attempting to purchase a compliance tech answer than what occurs after you signal the deal. However maintain on!
Buyer success is perhaps one of the crucial vital issues to consider, and also you don’t need to wait till it’s too late and also you’re already locked right into a contract with a product that doesn’t ship.
On the planet of insurance coverage expertise (or any software program for that matter) having an important platform isn’t sufficient. You must know what you’re dealing with after the acquisition, earlier than you get there. It’s very important to have a devoted group that can assist you maximize your new software program’s worth. That’s the place Buyer Success is available in. A Buyer Success group serves as your strategic accomplice, guaranteeing you obtain your online business objectives and understand the complete potential of your funding.
Having the suitable Buyer Success group in place (or not) could make or break the outcomes you obtain with the expertise. We is perhaps biased, however we expect we’ve acquired among the greatest within the business right here at AgentSync. Just lately, we sat down with our Buyer Success Managers (CSMs) to know what makes their position distinctive and the way they drive worth for our prospects. Their insights reveal why the Buyer Success perform isn’t only a nice-to-have, however a important differentiator in your software program buying choices.
How does AgentSync’s method to Buyer Success differ from different firms?
The group highlighted a number of key differentiators:
- CSMs are introduced in early in the course of the gross sales course of, guaranteeing a seamless transition between the gross sales group and the one that will nurture the connection transferring ahead
- The group maintains a steady enchancment mindset past implementation, at all times searching for a buyer’s subsequent set of objectives to realize
- Buyer Success is deeply embedded in AgentSync’s technique, not an afterthought
- CSMs act as skilled consultants moderately than simply technical account managers
“We actually do undertake buyer love throughout groups. At different locations, current prospects can take a again burner to new enterprise. At AgentSync, they’re essential, a lot in order that our product roadmap is basically pushed by their requests.”
What makes working with insurance coverage and compliance prospects distinctive?
Our CSMs emphasised the fascinating complexity of the insurance coverage business. They work with prospects who carry deep business information and face fixed regulatory modifications. What stands out is the range of challenges—from modernizing decades-old paper processes to serving to firms navigate advanced compliance necessities.
“Nothing within the business is constant. You need to be fluid and capable of settle for change. We get to listen to the influence we’re having on folks’s enterprise, how we’re modernizing or remodeling their whole method to those advanced duties.”
“I had a buyer utilizing sticky notes and sophisticated spreadsheets to trace compliance. Exhibiting them the way to automate these processes in our platform utterly reworked their each day work.”
How does the CSM-customer partnership work in observe?
One widespread thread throughout all of the CSMs we spoke with was that they view themselves not solely as their buyer’s advocate inside AgentSync, but additionally as extensions of their prospects’ groups. They assist transfer points alongside and bridge the hole between what prospects want and what AgentSync does.
This implies our CSMs make a behavior of:
- Conducting deep analysis on every buyer’s firm and business
- Establishing clear objectives and metrics for fulfillment
- Offering constant follow-up and clear subsequent steps after each interplay
- Connecting prospects with greatest practices from comparable organizations
“From the time I get assigned a buyer, I do deep analysis on their enterprise to attempt to perceive as a lot as I can in regards to the firm’s background and historical past and who they’re. I’m at all times having conversations, studying information, and asking about what’s occurring at their group outdoors of its relationship with AgentSync.”
How do CSMs collaborate with different groups to assist prospects?
At AgentSync, a number of of the CSMs we spoke with described working as “air visitors management” for buyer wants, coordinating with:
- Help groups for technical points
- Product groups for function requests and roadmap updates
- Implementation groups throughout onboarding and future integrations
- Gross sales groups throughout renewals or when there’s a necessity for added services and products
- Finance for billing questions
This coordination ensures prospects have a single level of contact whereas nonetheless getting access to experience throughout the group.
What position does management play in Buyer Success?
All through our conversations with the shopper success group, a constant theme emerged in regards to the significance of management buy-in. The group emphasised that govt involvement isn’t simply discuss—leaders actively take part in buyer relationships and guarantee Buyer Success has the assets wanted to ship distinctive service.
“Buyer love isn’t only a worth written on the wall. Management has embedded it into how we function, from our processes to our metrics to our each day choices.”
If you happen to’re not profitable, why’re you doing it?
Positive, options and performance matter, however having a devoted accomplice targeted in your success can rework good software program into an important resolution. And if you happen to’re beginning with nice software program (like AgentSync), a celebrity CS group turns that into unbelievable enterprise worth.
Our dialog with the CS group revealed that efficient Buyer Success isn’t nearly responding to issues. It’s about proactive partnership, deep business information, and a real dedication to buyer outcomes. When evaluating software program distributors, the Buyer Success perform shouldn’t be an afterthought—it must be a important think about your decision-making course of.
If you happen to’re nonetheless on the hunt on your ultimate producer lifecycle administration and license compliance accomplice, see how one can grow to be one other success story while you try AgentSync.
A very powerful insurance coverage information,in your inbox each enterprise day.
Get the insurance coverage business’s trusted publication
