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The Important Role Of The CSR

When I originally started designing CP Manager, CP Manager was originally called The Desktop CSR. That’s because the CSR is the backbone to an agency and I wanted the system to represent the important role of a CSR to an agency!

The CSR is very important to an agency. This is because CSR’s are the ones who are:

  • Servicing the policies,
  • Taking care of clients, and
  • Making sure applications, claims, endorsements and renewals are processed and much more.
  • They’re the one’s who answer questions when clients call in.
  • They’re the one’s contacting the carrier to make sure they’ve processed the work they submitted to them.
  • They’re the one’s that create a very close relationship with the clients of the agency which plays into another very important role over 50% of CSR’s also have which is selling additional products to their clients.

There are so many things the CSR does and has to stay on top of day in and day out.

The benefit to the agency is producers can continue marketing and selling knowing the CSR is servicing and taking care of the producers clients. Could you imagine how it would affect the producer if they didn’t have CSR’s to manage the day to day service work of their clients?

An agency could not survive without the CSR! 

Oh they could try, but it would be at the cost of agency growth and profitability!

And when agencies are looking at a management system, it’s not the features that would be important to a producer that are so heavily reviewed. It’s the features that will make the CSR’s job easier that are the main features they look at. After helping a whole lot of agencies make a buying decision on an agency management system, I can tell you that the CSR functions of the system are what’s always the most important. I’m betting this is the same in your agency, isn’t it?

The CSR is the backbone to the agency. These are the people who are servicing your clients by handling renewals, endorsements, claims, to name a few transactions, and are answering your client’s questions when they call in.

Along with this, an average of 55% of CL CSR’s and 78% of PL CSR’s are licensed and selling policies giving them another important role in the agency, especially since the CSR has a front line role with clients and develops an important relationship with their clients.

The more productive the CSR is also means the more new policies they’re able to write without sacrificing the quality of service they’re able to offer their clients.

However, when looking at the expenses of an agency to determine how an agency can increase their profitability we quickly see that employees (payroll, taxes and benefits) is the largest expense an agency has with the average CL CSR earning $42,000 and the average PL CSR earning $34,000.

On top of this, the average CL CSR manages a measly 111 accounts and $296,600 of commissions and the average PL CSR manages a measly 600 accounts and $103,700 of commissions. These numbers should be well over double these averages!

What would it mean to your agency if your CSR’s were managing twice as many accounts as they are now and double the commissions?

In a nutshell, it would mean you’d be significantly more profitable! And this is why agencies pursue increased productivity.

Even a 20% increase in productivity would be a significant increase in profits.

CP Manager Was Designed To Allow Your CSR’s To Work With More Clients and More Policies… Your CSR’s Will Get Far More Work Done Each Day!

What’s exciting is CP Manager was designed to massively increase your productivity so your CSR’s are able to manage far more clients and policies. You see, before I designed CP Manager I dissected the CSR’s many jobs and did flow charts showing how data flowed and what features of the system they used to do the task at hand. This is why you’ll see so much inner connectivity between the different features in the system.

For example, look at an endorsement. There are so many parts to this from capturing the endorsement information, submitting it and tracking it to make sure it’s processed by the carrier.

Click on the image to see it full size and notice:

  • You can add a Note from here, and when you do it pulls the Endorsement Summary into the Note body to save you time. In addition, it links to this endorsement so when you view the Note you can jump back to the endorsement.
  • It’s the same with Follow Ups… you can add one here which also pulls the Endorsement Summary into the body of the Follow Up, and when you view the Follow Up you can jump back to this endorsement.
  • We offer 3 Save Options…
    • These allow you to properly save it and choose when to update the policy. Once it’s marked Complete it no longer shows up at Open Endorsements at the My Activities page.
  • You can add a B-Tran (Billing Transaction) for the Premium Change amount for this endorsement. Many of the fields are filled out for you to save you keystrokes!
  • You can Flag this endorsement to quickly jump back to it.
  • We offer our exclusive Print Manager here.

In addition, at your dashboard (the My Activities page) you can track and manage your open endorsements…

This makes sure open endorsements don’t slip through your fingertips, and it shows how long they’ve been submitted so you can address the one’s that should’ve already been processed by the carrier but haven’t been yet!

Then when you open up a client record you immediately can see if the client has any open endorsements…

As you can see, this client has 2 Open Endorsements.

There’s a lot of business logic behind Endorsements. What I’ve shown here isn’t everything but it should show how thorough we’ve been in the design of the system to help CSR’s do their job more efficiently.

This is just Endorsements. There’s also our very efficient and powerful renewal process, and business logic for other policy tasks.

Creating CP Manager was never about creating just another Feature Driven system, but instead to create a system designed around how a CSR does her job to create a highly productive system!

Schedule your walk-through of CP Manager and see for yourself how CP Manager was designed to increase your productivity and give you back your time. CP Manager is a very impressive system!