The purpose of insurance agency broker portals can be described in three words: convenience, speed, and accessibility. In today’s fast-paced marketplace, customers want their information immediately. They want to be able to view their insurance information and update their policies easily and from any location and device. And they don’t want to have to go through a salesperson to accomplish these tasks. Instead, they desire the autonomy to find answers on their own. That’s where a digital broker portal comes in.
As an insurance agency or broker, you might work with dozens, hundreds, or even thousands of clients. A broker portal offers you a comprehensive solution for organizing and presenting crucial data, personalizing the customer experience, and saving time, money, and valuable resources.
Intrigued? Then read on. We’ll explain what a broker portal is, why it’s the perfect solution for modern insurance agencies, and which software we recommend and why.
What is a broker portal?
A broker portal is a digital login portal that gives insurance agents and brokers access to every department they need to do business. Data may include customer details, current policy information, coverage, quotes, claims, bundle options, and messaging capabilities. Agents can grab quotes from potential customers or renew policies for existing clients.
Broker portals give agents access to essential information from any location and device. All the data is stored in one central location – and in the cloud for easy access.
Broker portals aren’t just for insurance agents, however. Customers can quickly log into the online portal to view their policy and coverage details, buy different types of insurance policies, pay bills, or update their information. They can monitor their policies without calling or emailing their insurance company, giving them the autonomy they desire.
Why should insurance agencies use broker portals?
Here are some of the top reasons your insurance agency should consider adding a digital portal to your website.
1. Save your company time and money.
Giving your clients a self-service option not only makes them happy, it can also save your company a substantial amount of time and money. Clients can find answers to their questions and make educated decisions without speaking to your agents directly. Your broker portal can also generate insurance certificates automatically as needed. Save money on printing and paper costs and postage by going paperless.
2. Offer your clients a self-service option.
By offering your clients a portal where they can easily access all their information, you’re building trust and enhancing the overall customer experience with your company. A broker portal offers users the autonomy they desire today. They can monitor their policies without needing to pick up the phone and call you or their insurance provider.
3. Preserve customer service resources.
Using the right software, you can set up your broker portal with various automations to help users find solutions on their own. Fewer clients will need to reach out to you with questions if you have the answers readily available. However, they should always be able to get ahold of you if they’re having trouble.
Giving clients direct access to policy information should immediately free up your customer service team. By sharing helpful guides, videos, and other valuable resources for clients through the portal, your agents can focus on more complex cases that may require direct communication.
4. Stand out from the competition.
One of the best ways to stand out in a sea of competitors is by creating memorable experiences for your customers. According to Gartner, customer experience drives more than two-thirds of customer loyalty, which is more than price and brand put together. To deliver a personalized experience, you need to understand what your customers want and how to best provide it.
With a broker portal, you can utilize the information you have on each customer to deliver the experiences they desire. Before reaching out to a customer, you can review all pertinent insurance data and behavior information collected in your broker portal. That way, you’ll be better equipped to deliver relevant recommendations.
Personalize email, text, or chat communications, engage with customers on their preferred platforms, and share customized offers. You can set up automated alerts and email notifications to reach out to customers promptly or provide the most current information available, as soon as it’s released.
5. Gain critical insights.
Gain a 360-degree view of every user and a complete view of your organization through key insights. Knowing what customers want and expect from their insurance agent will help your company improve pricing, processes, and workflows. Track, analyze, and then optimize experiences for your customers and agents.
6. Process requests faster.
Broker portals empower insurance agents to serve customers around the clock. You can provide faster turnaround times for claims, policy changes, ticket submissions, and other requests. Customers can always access their portal if there’s an emergency and contact your company for automated replies or via live chat.
What is Salesforce Experience Cloud?
Salesforce Experience Cloud is a powerful digital platform that allows users to create secure websites, apps, and self-service portals. Insurance companies can build engaging experiences for customers, deliver personalized content, and improve customer relationships using prebuilt apps and low-code web tools. The robust software also facilitates effective collaboration between colleagues.
Experience Cloud can connect your clients with securely stored information and solutions specific to the insurance industry. Build help centers for customers to find quick answers, a self-service portal so clients can access their private insurance information, or a storefront that allows you to sell effectively through your website. You can also build responsive account portals, partner portals, and microsites (to generate leads for new products or services).
Why is Salesforce the best option for insurance agencies?
We recommend Salesforce Experience Cloud for insurance agencies looking to incorporate a robust broker portal for their agents and customers. Here are some of our favorite features:
- Account Portals: Your team can access essential resources, update accounts, create cases, and manage claims. If you already have Salesforce, Experience Cloud will sync seamlessly with your company’s data.
- Partner Portals: Manage multiple channels for you and your partners.
- Personalization: Agents and brokers can send personalized quotes based on customer preferences and information. Gain a clear view of every customer to deliver optimal experiences and the correct information at the right time.
- E-Signatures: A Salesforce broker portal allows your agents to close deals more efficiently and share insurance policies with customers after getting their e-signatures.
- Policy Management: Keep track of policies, premiums, costs, renewals, cancellations, ratings for different insurance companies, and more.
- Premium Management: Your customers can access their policy and premium information and pay online through the portal using any payment method you offer. They will know when they paid their last premium and when the next one is due.
Partner with Port & Starboard to Incorporate a Salesforce Broker Portal Solution
Ready to get ahead of the competition by incorporating a digital broker portal for your insurance agents and customers? Port & Starboard is here to help. We offer comprehensive Salesforce Platform Support. If you want to implement Salesforce for the first time, require training to learn how to better use your software, or need to improve your current setup, we’d love to work with you!
You can learn more about our Salesforce offerings on our website or by contacting us directly. You can also check out our Salesforce Quickstart Packages, including Experience Cloud, to better understand your options and what to expect by partnering with us. We look forward to hearing from you!
