Why Fragmented Systems Are Holding Insurance Firms Back

At a glance

• An insurance brokerage typically operates with a combination of tools accumulated over time: a CRM, portals provided by various insurers, email threads exchanged with clients, Excel files for certain tracking purposes, and the knowledge built up by brokers and their support staff.
• Each of these elements plays a genuine role in the service delivered to clients.
• The problem is generally not a lack of tools, but a lack of consistent flow between them.
• When client information is scattered across multiple sources with no clear connection between them, service quality becomes increasingly dependent on the memory and individual vigilance of employees, rather than on a reliable structure the entire firm can count on.
• The Problem Insurance Firms Experience