Virtual Operations Management Services
Virtual Operations Management
Our Virtual Operations Management Solution provides a meaningful analysis of behind-the-scenes operations so that you can make the best strategic decisions for your agency.
Your Virtual Operations Manager will provide weekly, easy-to-read, summary reports that turbo-boost the data from your system, comprising information such as activity counts, policies handled, suspense tracking, and so much more! We will spotlight problem areas and suggest solutions for expeditious problem-solving.
We will customize your Executive Dashboard to highlight the metrics that are important to your agency, allowing you to view all information at a glance. This time-saving Dashboard creates visibility to promote ongoing improvements while comparing performance to your agency’s goals. It also helps identify necessary enhancements in employee service performance. The Executive Dashboard can be tailored to your agency to focus on account managers, producers, new business, lost business, and more.
Book of Business Analysis
The Book of Business Analysis can provide agency owners and managers with meaningful reporting to help them better understand their staff’s current workloads, including number of customers, policies, and premium volumes. This analysis will also help to ensure that current work levels are evenly divided among the staff. Keep in mind that this information is available on the Executive Dashboard as well.
Account Manager Monitoring
Monitoring your staff is less about Big Brother and more about ensuring they have proper training, are adhering to agency procedures and standards, working efficiently, and fairly allocating work. By tracking weekly or monthly activities, suspense, documents, renewals, downloads, expired policies, and new business transactions, you’re able to see how your staff is handling their workload. Account Manager Monitoring gives you the insight to determine what changes to make in your agency. This information is on the Executive Dashboard.
Cross Sell Programs
This service gives your staff the information they need to round out your accounts. We can run the target lists from your management system and monitor the results. We can also work with your staff on a Coverage of the Month program. By focusing on specific coverages, we can help your agency sell more and reduce coverage gaps while educating your staff and serving your customers.
Customer Experience Reviews
By conducting calls or sending surveys, we obtain feedback from new business, existing business, or lost customers. This service helps you understand what areas your agency is excelling in and what areas could be improved. Being a third party allows us to obtain more honest feedback, giving you more useful information.
Assistance with company download setups will help to ensure that the agency is taking full advantage of all the downloads available. It also verifies the agency setups are done correctly within the management system to promote a smooth download implementation.
Form Letter Library
Form letters are used daily but often haven’t been revised in years. While reviewing your form letters, we will ensure links from AMS360 are intact and usable and refresh language to keep it from getting stale. If your agency is doing most of its communication via email, we can help your staff use form letters digitally. This reduces time and guarantees that the approved language is used.
Up-to-date personnel information in customer setup and policy setup is a critical component to the agency’s overall operations and reporting accuracy. Global Changes of personnel ensures that the current staff is listed on all active clients and policies within the management system. We can run this utility for your agency.
Incentive Program Creation
Incentives can be a powerful tool for your sales team and staff alike. We will work with you to formulate clear, obtainable goals, create a well-defined plan, implement tracking procedures, and calculate incentives once goals are reached. This promotes account growth, staff participation, and a healthy bottom line.
Incentive Program Monitoring
Having goals in place is key to growing your business and making sure you are on track with agency objectives. Tracking and monitoring may be the most important piece of goal setting. When we measure and report on your agency goals, we improve overall confidence in reaching or exceeding agency goals.
New Employee Onboarding
Onboarding new employees is critical for a successful transition, not only for the employee but for the agency, too. Ensuring that the new employee is well educated on the agency’s culture, standards, and workflows also provides the best possible outcome for a longstanding employment relationship.
Procedure Manual Audit
A procedure manual audit will provide management with the necessary confidence that its staff members are following the agency’s established standards and workflows. The audit will uncover educational opportunities and performance issues as well as increase accuracy when running and evaluating agency reports.
Reporting is essential for management and strategic planning within an agency. Owners and managers depend on accurate reporting to make sound business decisions when evaluating the agency for operational improvements and growth opportunities. We can assist with all reporting needs.
Setting proper security in your agency is vital to protecting your customers, your data, and your staff. Reviewing, editing, and creating policies for different AMS360 user groups is foundational to your agency’s success.
We’ll maximize efficiency by making sure the agency setups are correct.
Create Service Standards
Setting agency service standards is a crucial part of setting customer service expectations for the agency staff. Using your agency goals and values, we will develop custom service standards for your agency assuring that your customers receive the exceptional level of service you expect.
For More Information about Virtual Operations Management
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