As part of its Ease of Doing Business (EODB) initiative, Columbus, Ohio-based Grange Insurance today unveiled GrangeWire Alerts to agents. This opt-in service is an extension of GrangeWire, an e-mail subscription service implemented earlier this year with more than 3,500 subscribers.
The new alerts program allows agents to receive daily e-mails including policy-level information that will enable them to provide better customer service, according to the company’s written release. Daily updates include cancellations, home/fire policy inspections scheduled, large losses, non-renewals, added accidents/violations, and policy status.
“We all know that the role of the independent agent is changing as insurance continues to become a commodity for consumers,” said Carol Drake, Grange’s vice president of marketing. “This service allows Grange agents to be more proactive with the service they provide their customers.”
Spencer Holley, a producer with Cole & Durham Insurance in Madisonville, Tenn. said he uses GrangeWire Alerts to cross-sell other Grange insurance and banking products.
“It keeps me on top of what’s going on with my customers,” Holley said. “If I see a new policy has been processed, I can check to see if there’s anything I can do to sell (insureds) other Grange products.”
According to Carol Drake, this new tool also helps Grange continue its move to a paperless agency. To date, Grange has turned off about 90 percent of its paper processes.
The company began developing GrangeWire Alerts in 2005 after a series of focus groups including agency principals and CSRs. Both groups indicated a need for relevant, policy-level information delivered in a timely and user-driven format. The Alerts program was tested among a pilot group of Grange agents in the second quarter of 2006, and was met with unanimously positive responses.
“In today’s world, many companies use technology to give the impression of personalized customer correspondence in the form of data merged postcards and form letters,” said Sherri Rarey, AVP of Agency Interface for Grange. “In our case, however, we’re using technology to arm real people with information so they can make timely personal contact with customers. It’s a strategy both agents and policyholders will appreciate.”
Agents already receiving GrangeWire News can register by clicking on the Profile Center link at the bottom of their GrangeWire News e-mails. Those not receiving GrangeWire should visit GrangeAgent.com for more information.
Grange Mutual Casualty Group identifies itself as a $1 billion insurance and financial services provider. Through its network of independent agents, Grange offers auto, home, life, business and farm insurance protection and banking services through Grange Insurance, Trustgard Insurance, Integrity Insurance and The Grange Bank. The company serves policyholders in Georgia, Illinois, Indiana, Iowa, Kentucky, Michigan, Minnesota, Ohio, South Carolina, Tennessee, Virginia and Wisconsin.
Source: Grange Mutual Casualty Group
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