New Client Onboarding

Do you have a process for onboarding new clients?

Onboarding new clients to your agency is a key factor in building a long-lasting relationship. The onboarding process is the first interaction they have with you as a client and will make a lasting impression.

To get started, plot out key touchpoints, determine how touchpoints will be executed (email, phone, mailer, tec.) along with when each touchpoint should occur.

Not sure what to include? Here are some ideas!

Day 1

Welcome your new client! This can be a welcome video, an in-person meeting, a zoom call – however your agency says “welcome, we’re happy you are here!”

Correctly add the client to your Agency Management System/Database. Make sure all relevant information is included in their account and that their name, address, and email address are all spelled correctly. Making errors here can really give a client the wrong impression about the professionalism of your business and create doubts in their minds about their decision to work with you. Don’t forget to add them to any relevant lists, such as newsletters.

One Week

You should schedule a one week follow up with new clients.

This is a great opportunity to check in with them regarding any tasks they may still need to complete, such as filling out an EFT form and to make sure they don’t have any questions about their policy. You can also provide them with information about when they can expect their policy, who to contact with questions about billing, ID Cards, etc. Remember to thank them for their business! This could be done via email or by mail. A phone call is not recommended as you are going to share important information and they may not be able to take notes. If you prefer to do this over the phone, we recommend following it up with an email that includes a checklist of what they need to accomplish and important contact information.

Two to four weeks

After about 2-4 weeks you should reach out to the client again. Make sure they have received their policy, double check any discounts have been applied and give them the opportunity to ask questions. This will help reinforce that they have made the right choice in choosing your agency. Verify with them that they have all relevant contact information for customer service and claims. This could be done by email, phone, or virtually.

After 30 days

Shortly after the 30-day mark is a great time to ask for a referral. They’ve gotten a good taste of what it is like to work with your agency, and you’ve proven you are available and dedicated to providing a positive customer experience beyond the act of writing the policy. This could be by email, phone, virtual, or mailer!

Now that your client has been successfully onboarded here are some more touch points you may want to consider throughout their policy period:

• Celebrating special occasions. This could be a birthday, businesses millstones or anniversaries.
• Link them to relevant blogs, articles, social media accounts and ask them to subscribe/like/follow
• Send them a description of all the insurance products that your agency offers, highlighting the ones you have identified as relevant to their needs. This is a great opportunity to cross sell and ask for referrals.

This may seem like a lot of work to do for each of your clients, but much of this can be automated with the right technology. Need help finding the right technology? Kelsey Ramsey, our Director of Digital Strategy can help!