A major life insurance provider was redesigning their lead management process to more quickly balance the demands of their agents and customers. The brand operates by distributing leads of interested customers directly to agents, who would then work with the customer one on one to determine the best policy for them.
While it had been extremely manual in the past, their new design would automate the process. They needed to connect the right customers to the right agent, and they had to manage this through a set list of priorities and agent availabilities.
Download the case study to learn how the agency used Journey Orchestration to:
- Assign customers to the right agent based on online interactions
- Automatically send notifications to agents and transfer leads
- Create a manageable agent experience and improve customer experience