Welp MagazineThe insurance market requires a new customer-centric and digitally-driven approach. Prices keep going up as the volume of inquiries grows, and customer expectations rise by the hour. Millennials no longer trust traditional sales strategies and demand a more personalized approach.
What Is A CRM?
A CRM tool lets you store customer and prospect contact information, identify sales opportunities, record service issues, and manage marketing campaigns, all in one central location — and make information about every customer interaction available to anyone at your company who might need it.
Why Do Health Insurance Agents Need A CRM?
The reason health insurance agents use CRMs is to improve their customer service and boosting customer retention levels. CRMs instantly merge the customer support experience with prospects and customers. CRM solutions help agents to easily find and serve existing customers and prospects that match selected segmentation criteria. It helps in the personalization of experience among all customers to build customer loyalty and trust.
To keep customers happy and to retain them, you will need to take a modern approach. Technology advances have allowed agencies to have the privilege of not only implementing CRM solutions, but also create a much more relevant and targeted customer experience to the customers.
What Are The Benefits Of Implementing A CRM System?
Time Saving
Without a CRM, you are likely to have to filter through several sources to assemble data on a customer. And it could take hours or even days of work to retrieve certain valuable information. A CRM saves you time by consolidating all your customer and prospect information within one easy-to-use location that you can read about here.
Cost Saving
CRM enhances multi-channel interaction and communication with good leads. This makes it easier to handle customer requests, generate quotes and move sales data from one system to another.
Helps in Sales
Success in sales and marketing is all about knowing more about the customer than the competition. CRM solutions automatically collect relevant data about your prospects, enabling you to deliver a superior customer experience, which makes them choose you over the competition.
Improves Customer Service
The health insurance industry demands that you take a customer-centric approach. However, in the process, you will have trouble in managing your customers and prospects as you expand into a diverse and competitive marketplace. With CRM, you can continue to provide exceptional customer service to your customers.
Increased Revenue
Customer loyalty helps you retain customers and increases revenue without spending on costly advertising. Adversely, customers that are not satisfied and feel ignored, are left to look for other insurance companies.
Improved Operating Efficiency
With CRM you can eliminate redundant, tedious, and paper-based data-collecting processes and streamline your sales and marketing efforts and resources, which in turn will help you reach your goals and manage your operations efficiently.
Improved Customer Experience
As you focus on customer satisfaction, one of the key ways to achieve this goal is by delivering a more personalized experience across all areas, including marketing campaigns, service and sales.
Enhanced Brand Perception
Customers are drawn to companies that are consumer oriented and technologically advanced, brand perception. In order to engage customers with superior marketing and customer service, it is essential to provide tools that will help you offer a customized user experience, increase repeat business, reduce churn, and boost customer loyalty.
Improved Brand Trust
Consumers trust brands that have a customer-centric focus and genuine interest in their needs. CRM solution improves the capability of a company to provide value through superior customer service.
Accelerated Growth
CRM enables your business to gain competitive advantage over other insurance agencies by providing you with the intelligence required to move faster and drive growth. Acting on that information is key, and with a CRM solution at hand, you’ll have the information required to gain a competitive edge and achieve greater customer satisfaction.
Customer-Experience Management
CRM solution facilitates real-time management of all the customer touchpoints. It helps businesses foster positive customer interactions and deliver enhanced customer experiences across channels.
Improved Business Intelligence and Reporting
CRM software is more than a sales pipeline. It is a strategic decision-making tool that enables you to interpret and analyze customer feedback and conduct more advanced analysis in marketing, sales, and customer support.
Customer Retention
Benefits of retaining customers are enormous, including reduced marketing expenses, lower churn rates, higher lifetime value of customers, and higher overall profit margins.
Advance Customer Experience
CRM solution offers businesses an enhanced opportunity for delivering richer and better content by giving them the right information in their desired channel. The better the user experience, the greater their satisfaction and loyalty.
Improve Speed of Business Decisions
When you have instant access to up-to-date information about hot prospects and customers, you are able to make faster business decisions, which in turn improves the speed of business growth and development.
Reduce Operational Costs
Administrative costs are reduced by having access to a single, unified customer view across multiple channels.
Improve Productivity
It is hard to stay productive when you have to collect customer information from different sources. CRM solution helps you manage all your customer-related processes in a single place, making sales and marketing activities notably more efficient.
Increase Customer Satisfaction
CRM increases customer satisfaction by automating the entire sales and delivery process and letting you personalize the experience. The better you are able to anticipate customers’ needs and fulfill their expectations, the greater their loyalty will be.
Better Customer Service
CRM streamlines customer information sourcing, storage, and retrieval, making it easier to provide better customer service. Customer satisfaction and retention will improve as you become more efficient at serving your customers.
Faster Lead Conversion
CRM takes away the multiple-channel confusion, allowing you to reach out to prospects and customers in the channel easiest to reach them.
Easier Account Management
Being able to access and engage with prospects and customers on a single platform increases the success of your business.
What are the top CRM systems for the healthcare industry?
Expanda can help you choose the best CRM solution for your business. Expanda is a CRM agency and as such we have thorough knowledge of the various systems available in the market.
CRM Tools for Health Insurance Agents
Creating a winning marketing strategy without a premium CRM is like building a luxury mansion without a foundation to hold the structure up. You will still need to invest in a CRM tool (if you don’t have one already), in addition to marketing automation tools, to make sure that your big investment actually delivers concrete results. How? By increasing conversion rates, improving customer satisfaction, increasing sales, and reducing cost of sales. It’s the best investment that your business will make.
When choosing a CRM, you should first define your business goals – Separate your CRM goals from your sales and marketing lead generation goals. Doing so will help you identify which CRM options will suit your agency the most. Here are some basic CRM goals for insurance agents:
- Creates a blueprint for your sales funnel
- Builds your customer relationship
- Identifies your best customers
- Captures information about your customers
- Answers pre-sales questions
- Automates sales processes
- Helps you follow up with current customers
- Gathers customer feedback
Healthcare CRM is about managing the patient journey from first-time meet to lifelong partnerships. Here are some CRM goals for healthcare:
- Identifying patients with health risk factors
- Identifying disease outbreaks
- Facilitating patient appointments
- Capturing information about patients during visit
- Improving quality of healthcare
- Healthcare CRM tools are generally used by the following healthcare providers:
- Primary & specialty care providers
- Healthcare institutions
- Patient groups
- Community education organizations
- Doctor office
- What features to look for in healthcare CRM
Do not compromise on intuitive design
You need a CRM that you can use seamlessly. All your clients’ information should be visible at a single point in your CRM. Easy and intuitive handling and self-explanatory dashboard
A good solution is the one that you can easily get started. There shouldn’t be any inconsistencies or unnecessary exertion needed. Hence, look for CRM that provides a convenient, intuitive, and high-performance experience across all platforms and devices.
Analytics is your best weapon in figuring out where to invest your time and resources. Make sure that your CRM have powerful analytics tools. Mobile-optimized
Keeping up with the modern cloud services, a good CRM should provide you with mobile-optimized business solutions. Plus, it should be able to sync with your phone and tablet.
Keeping up with the modern cloud services, a good CRM should provide you with mobile-optimized business solutions. Plus, it should be able to sync with your phone and tablet. Collaboration functionality
CRM should give the care providers a single-entry point for documenting, capturing, and sharing patient information. As such, it should be first and foremost designed to improve the care providers’ productivity, and should help them enter pertinent details about the overall visit. Real-time synchronization
Data entry should be streamlined and efficient with the system being capable of automatically synchronizing the information after each update. Extensibility
The system should be able to accommodate the user’s unique needs with a variety of configurable workflow capabilities. Import and export of data
Easy transition from one system to another includes possessing the capability to move data from one system to another.
