Customer Save. Contact Info Overview. Agent Blueprint Price. Recommended Agency Size.
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- Cynthia Baldwin
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1 Customer Save Contact Info Please note: The Customer Save Helpdesk is not a phone helpdesk and does not have a phone number. However, our agents will respond to your within 24 hours of receipt. Overview The Customer Save: Shoppers Program alerts participating agency owners when a customer's credit report information is ordered by a competitor for an insurance quote, indicating they are at risk for switching carriers. Participating agency owners will be notified via the following business day, prompting you to log on to the Customer Save Portal to access the "shopping" customer's name, address and shopping date. Agency owners should then proactively call these customers and offer an insurance review, while looking for cross-sell opportunities and to retain that customer. helping customers protect their passion. Description Customer Save: Shoppers Program (50 Leads) Customer Save: Shoppers Program (100 Leads) Customer Save: Shoppers Program (150 Leads) Customer Save: Shoppers Program (300 Leads) Recommended Agency Size Small Auto PIF < 500 Medium Auto PIF < 1,000 Large Auto PIF < 1,500 X-Large Auto PIF > 1,500 Agent Blueprint Price $140 $280 $420 $840 What Can I Expect? How many leads will I receive? Average participating agents receive 4 5 leads per week (150+ per year); high volume agencies have seen leads per week (500+ per year). Is the Customer Save Program available to all agencies? This program is available to all agencies in all states with the exception of CA, OH, MA and HI. How can I continue receiving leads after my initial purchase of leads is delivered? Agents enrolled in Customer Save in 2017 via Blueprint are required to place a credit card on file so that they will automatically be reloaded with leads in selected sets of 25, 50, or 100 leads. Agents will be charged for the next set of leads once their prepaid balance reaches 5 leads or less. What level of customer shopping information is provided by DataLab? The following data is provided in the Customer Save portal: o Customer First and Last Name o Household Number o Address o Shopping Date What if an Allstate inquiry causes a lead to appear? Other inquiries made by Allstate should not trigger an alert. On occasion, overlap between time and other Allstate products can make a customer trigger a lead in error. If this happens, agents are able to submit the lead for credit through the 'Contact Us' page on the Customer Save website.
2 Customer Save Benefits to my Agency By using this tool, agents see an increase in retention of their customers o On average, agents who follow-up on these leads are seeing a 15 20% reduction in the defection rate of these type of shoppers. o Average return on investment has been 3 to 5 times the cost in saved commissions (Note: results may vary). Best Practices In order to use the leads in compliance with the Fair Credit Reporting Act, customers identified under the Customer Save Program must go through a policy review.* Agencies participating in the program are required to conduct a review of the policies of those customers identified as leads; contacting customers as soon as possible will assist in the review as well as improving the chances of saving the relationship. To further assist, a direct mail piece will automatically be sent from the agent of record. o o This mail piece will be sent to every customer identified in the Customer Save Program, regardless of prior contact from an agency owner. The letter will invite customers to call their agency owners office for a policy review. *Note: Participating agents will be notified via when one of their customers has been shopping. Per program requirements, if an agent is receiving leads and fails to log in to view their leads for 60 consecutive days, the agent will be removed from the Customer Save Program without issuance of a refund. Additional Resources Agency Gateway Resources: which includes FAQ s, registration information and talk paths
3 Extra Hands Appointment Setting Calls Contact Info Chat Feature: (Mon Fri, 9 a.m. 7 p.m. ET) Overview Extra Hands leverages the talent and resources within the Allstate Customer Contact Centers to extend agency capacity and help you grow your business. Extra Hands Appointment Setting provides phone calls on behalf of agencies to households approaching policy renewal. The objective is one annual review per household. The Extra Hands team schedules insurance review appointments directly on your Outlook calendar. Agency Size by PIF* Blueprint Negotiated Price Agent Blueprint Price 0-1,499 $1,080 $540 1,500-2,999 $1,872 $936 3,000-5,999 $3,192 $1,596 6,000-8,999 $5,520 $2,760 9,000+ $15,072 $7,536 *The fee structure is based on the agency s number of Policies in Force (PIF) as of September 1, What Can I Expect? Dedicated, experienced Allstate employees o Each specialist is extensively trained on Allstate products, discounts and processes Branded customer experience o Every customer interaction is branded with the agency name Appointment Setting call process o Brand the agency- every customer interaction is branded with your agency name o Thank the customer for their loyalty o Request to schedule an insurance review o Ask customers for feedback and likelihood to recommend Allstate to friends and family o Mention ACES o Ask customers if they have any immediate service needs Outlook calendar appointments o Insurance reviews (in-office and phone) will be scheduled directly to your Allstate Outlook calendar based on availability o Scheduling flexibility allows you to designate staff members to conduct insurance reviews Reminder offered to the customer to be sent approximately 24 hours prior to scheduled appointment Pricing is based on PIF to ensure all Allstate auto and property households are contacted 50% cost share is offered during 2017 annual enrollment only Note: Extra Hands does not have bilingual capabilities at this time. Please consider this if the majority of the customers in your book of business prefer a non-english languageif an Extra Hands rep is unable to schedule an insurance review on your behalf because of a language barrier, a follow up will be sent to you immediately so you can follow up with them
4 Extra Hands Appointment Setting Calls Benefits to my Agency Concierge service and reporting o A dedicated Concierge service is available for agents and staff to ask questions or address concerns o Agents have access to comprehensive reports of work performed on behalf of agencies and are provided instant notification of appointments scheduled and/or customer followup requests Proven results (July 2016 YTD): o 34% spoke to rate o 36% appointment set rate Best Practices Utilize the monthly lead lists provided within the My Lists section on the Blueprint website! o We recommend assigning a staff member to manage the lead lists that are being contacted by Extra Hands on a monthly basis o Consider using these lists as a foundation, and access the Extra Hands reporting website to keep track of each contact attempt by the Extra Hands team Additional Resources Extra Hands Appointment Setting FAQs Extra Hands Resource Page (Or simply search Extra Hands on Gateway) Chat feature: (Mon Fri, 9 a.m. 7 p.m. ET)
5 Extra Hands Cancellation Calls Contact Info Chat Feature: (Mon. Fri., 9 a.m. 7 p.m. ET) Overview Extra Hands leverages the talent and resources within the Allstate Customer Contact Centers to extend agency capacity and help you grow your business. The Extra Hands Cancellation Calls service handles all Bill Past Due work items for subscribers. Outbound calls are made on behalf of agencies to provide a friendly reminder for customers to pay their bill, with ability to collect payment. Six-month and twelvemonth subscription period options will be offered for % cost share is available during 2017 annual enrollment only 6-Month Subscription 12-Month Subscription *The fee structure is based on the agency s number of Policies in Force (PIF) as of September 1, What Can I Expect? Agency Size by PIF* Blueprint Negotiated Price Agent Blueprint Price Blueprint Negotiated Price Agent Blueprint Price 0-1,499 $330 $246 $660 $492 1,500-2,999 $870 $654 $1,740 $1,308 3,000-5,999 $1,506 $1,128 $3,012 $2,256 6,000-8,999 $2,640 $1,980 $5,280 $3,960 9,000+ $7,050 $5,286 $14,100 $10,572 Dedicated, experienced Allstate employees o Each specialist is extensively trained on Allstate products, discounts and processes. o Every customer interaction is branded with the agency name. Cancellation Call process o All "Bill Past Due" tasks will be removed from your My Work Items queue and transferred to the Extra Hands team during your subscription period. o Multiple calls are attempted per customer, with a voic left on the last attempt. o Call attempts leverage both the preferred and secondary phone numbers listed on the customer account to help increase success of reaching the customer. All customer interactions follow a comprehensive call flow: o Greeting/Brand the agency o Offer to take payment o Offer EZPay o Ask customers if they have any immediate service needs o Thank customer for their loyalty on behalf of agency NOTE: At this time, Extra Hands has very limited bilingual capabilities. Please consider this if the majority of the customers in your book of business prefer a non-english language. If an Extra Hands rep is unable to speak with them regarding their bill past due on your behalf because of a language barrier, a follow up will be sent to you immediately so you can follow up with them.
6 Extra Hands Cancellation Calls Benefits to my Agency Enrolling in Cancellation Calls service can help agencies free up significant capacity to focus on growth opportunities and retention efforts Concierge service and reporting o A dedicated Concierge service is available for agents and staff to ask questions or address concerns o Agents have access to comprehensive reports of work performed on behalf of agencies and are provided instant notification of sales, quotes and follow-up requests Proven results (July 2016 YTD) o 30% spoke to rate o 15% pay rate Best Practices Track Extra Hands progress on your leads on the Extra Hands reporting website! o We recommend assigning a staff member to export your lead list and filter down to customers that Extra Hands was unable to reach o Consider utilizing your team to reach out to these customers to help them retain coverage Additional Resources Extra Hands Cancellation Calls FAQs Extra Hands Resource Page (Or simply search Extra Hands on Gateway) Chat feature: (Mon. Fri., 9 a.m. 7 p.m. ET)
7 Appointment Interest Gathering Calls Contact Info Option 3 Live Chat - H2insight.com Overview H2insight contacts customers to gather information for an Insurance Review through a 5 in 1 Pre-Renewal process. The agent then follows up with the customer to schedule the review. Description Blueprint Negotiated Price Agent Blueprint Price $540 $270 $810 $405 $1,500 $750 What Can I Expect? On every 5 in 1 Pre-Renewal (Appointment/Cross-sell & Retention System live call) we will: 1. Offer each customer an insurance review, without pressure 2. Identify cross-selling opportunities and inquire if they are interested in life and retirement planning 3. Ask if they would refer and recommend your agency 4. Update the customer s address 5. Predispose each customer on every live call and voic to the Allstate Customer Experience Survey In addition we will: Determine if they are shopping around or if they have immediate service needs Thank each customer for allowing you to handle their insurance needs Send a Real-time notification to the Agency including comments of every reached customer Benefits to my Agency Improve retention Identify cross-sell opportunities Uncover service opportunities Receive updated addresses Increase experience scores
8 Appointment Interest Gathering Calls Best Practices On every call that requires a follow up we ask the customer for the best time for your Agency to contact them. The best time is ALWAYS an immediate follow up as soon as your receive your real-time notification from H2insight. This gives the customer a WOW! experience. Additional Resources 2017 Blueprint Video: Testimonials Page:
9 Hearsay Text Messaging Solution Contact Info Overview Text messaging is today s most efficient way to communicate with customers. With Hearsay Messages, you can text with customers while in compliance with company policy and industry regulations. Description Blueprint Negotiated Price Agent Blueprint Price $396 $297 $792 $594 $1,188 $891 $1,584 $1,188 $1,980 $1,485 $2,376 $1,782 What Can I Expect? Easy to use desktop or mobile application that makes texting a simple part of your agency communications to customers The application can be accessed by an unlimited number of users in your agency Everyone gets insight into what happens; sent and received text messages All of these benefits while adhering to Allstate compliance requirements Benefits to my Agency Timely communications with customers and easy to use wherever work may take you Help your office users communicate when you are busy traveling or in meetings Reach your customers where they are more responsive Fully compliant solution Best Practices A texting workspace will be available for each agency location tied to an office phone number from Hearsay desktop and Mobile App The workspace can be shared with authorized users of you agency (like Hearsay Social) Additional Resources Hearsay training options
10 Prevention Awareness Resources Contact Info Overview Prevention Awareness Resources are monthly s that enable you to provide customers with useful information to help manage life s risks as a trusted advisor who cares about their wellbeing and safety. These s contain monthly eagent templates, Hearsay Social content and customer s with Allstate-approved prevention messages. Being prepared for the unexpected can save customers a major headache, as well as their money. Educating them on taking preventative measures is effective in avoiding dangerous situations. Description Agent Blueprint Price Free to Agents What Can I Expect? Monthly eagent Templates: Proactive, prevention-focused messages throughout the calendar year that provide customers with tips and advice to avoid potential risks in life o You will receive legally-approved templates on the second Wednesday of every month from CommunityInvolvement@allstate.com Monthly Hearsay Social Prevention Content: Prevention messages that feature seasonal safety tips and advice for use across your agency s social media platforms o You will receive monthly notifications from CommunityInvolvement@allstate.com when new prevention messages are available on Hearsay Social Quarterly Customer Campaign: Direct campaign with prevention messages designed to make customers aware of various risks and how to prevent them. Includes a prominent display of your picture and agency information o Subjects include: winter safety, spring Home safety, auto safety, and holiday safety o You will receive an reminder in the monthly Prevention Awareness from CommunityInvolvement@allstate.com when quarterly s are sent on your behalf Benefits to my Agency Resources are intended to decrease claims, while encouraging customer interaction via social platforms and campaigns Deepen customer relationships by demonstrating care and concern, while also making customers aware of potential risks Further position yourself and your staff as trusted advisors and as a source for knowledgeable, preventative information.
11 Prevention Awareness Resources Best Practices Read through monthly Prevention Awareness s and become familiar with resources Attend a Prevention Awareness activation webinar Send eagent templates of your choice through eagent to select recipients in your book of business Publish quarterly Prevention campaigns through Hearsay Social Be aware of customer s going out on your behalf Additional Resources Visit the Local Presence and Community Involvement Prevent and Prepare page on Gateway Example of Monthly Prevention Awareness
12 Prevention Awareness Resources Monthly eagent Templates Quarterly Hearsay Social Campaigns
13 Prevention Awareness Resources Quarterly Customer Campaign
14 Reward Card Program Contact Info Overview The Allstate Reward Card program is designed to help Allstate agents thank anyone for referring a prospect to an agent. Under this program a $10 Allstate-branded VISA referral reward card may be provided as a token of gratitude to anyone who provides an Allstate agent with a lead referral. Description National Gift Card (2017 program, 100 cards, $10 card value ) Agent Blueprint Price $1,100 National Gift Card (2017 program, 200 cards, $10 card value) $2,200 What Can I Expect? Order Turnaround Time: VISA cards are produced and shipped within 3-4 weeks of ordering Offering Details: Replacement cards can be ordered directly from Allstate s gift card vendor, National Gift Card at Shipment Information: VISA cards are shipped inactive, in bulk via FedEx Ground Card Activation: You will need to activate the cards upon arrival - activation instructions are sent via from National Gift Card 1-2 weeks after ordering (The will come from Allstate Blueprint ) Benefits to my Agency An opportunity to thank your referrals Research has shown customers will readily refer family and friends to an agent when they are satisfied with the service they receive More than 50% of Allstate customers would be willing to recommend an Allstate agency to friends, family or co-workers if given the opportunity to do so Best Practices 70% of insurance shoppers will purchase because of a referral More than 50% of Allstate customers would be willing to recommend an Allstate agent to family and friends if given the opportunity 13% of insurance shoppers will begin shopping because of a referral When writing a new customer or adding a line for an existing customer, let them know that you offer $10 gift cards for a referral The best time to ask for a referral is when a customer has had a positive experience with your office New customers are often the most eager to share their newfound agent during their honeymoon stage of the relationship
15 Reward Card Program Additional Resources Reward cards should be provided as a token of gratitude to anyone who provides an Allstate agent with lead referral. The person making the referral will receive the $10 referral reward card regardless of whether the person who is referred receives a quote or purchases an insurance policy. This program does not permit a referral reward card to be conditioned on either a quote or the sale of a policy. Agents are not permitted to provide more than two referral reward cards per individual per year*. In case of DOI inquiries, you will need to maintain records of the name and addresses of all individuals that are provided a referral reward card and the date it was provided. In the event you promote this program on an agency website or through mail/ , please ensure the messaging is consistent with the program. If you have any questions about the messaging, please contact your Allstate Field Sales Leader. The Allstate Reward Card program is not available in North Dakota, New Mexico or Maine. Additionally, it is not being offered in New York or Allstate New Jersey. Disclaimer: Federal law limits the payment of referral fees in connection with a real estate closing. Therefore, referral rewards may not be issued to customers if the referral involves homeowners insurance and other types of property insurance to be issued in connection with a real estate closing. Refer to your EA Independent Contractor Reference Guide, Referrals of Business in Connection with Real Estate Transactions (RESPA) for more information. Violating the terms of the referral rewards program may result in your removal from participation in the program and could place your relationship with Allstate in jeopardy. *State exclusions: ME, ND, NJ, NM, & NY Sample Reward Card:
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