CSR24 Increases Service Levels and Customer Satisfaction at Top 100 Insurance Broker

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Customer self-service portal allows on-demand access to insurance information

Commercial clients want to run their businesses. With CSR24, they don’t have to wait 12 hours to get a certificate.

A self-service portal powered by Applied Systems CSR24® helps maintain the highest levels of customer service and satisfaction at M3 Insurance Solutions, an independent commercial agency that ranks among the 100 largest U.S. insurance brokers.

The portal—M3Connect—integrates with the agency’s management system, allowing policyholders to view their insurance information online at any time and from any device with an Internet connection, including mobile devices. With CSR24, clients can request policy changes and perform transactions—such as obtaining certificates of insurance and auto IDs—directly from the M3website.

Matt Cranney, M3 director of client services, said the decision-makers at M3 realized they needed to offer an online service option to meet customers’ growing expectations for self-service. At first, they had reservations.

“We worried that allowing clients to have any level of self-service would result in losing a client touch point,” Cranney said. “But the response from our customers has been nothing short of phenomenal. They love the connectivity, the responsiveness, the immediacy of it.”

Cranney said M3 Insurance recently assessed the business impact of CSR24. He said the agency has experienced higher service levels and increased customer satisfaction since implementing online self-service through Applied Systems.

“You think about service providers people work with every day,” Cranney said. “Think about banking. Think about where we do our shopping. It’s all online. We needed to give our clients the online service options they’ve come to expect. Commercial clients want to run their businesses. Now, with CSR24, they don’t have to wait 12 hours to get a certificate.”

Applied Systems CEO Reid French said M3’s experience underscores the benefits of on-demand self-service for the agency as well as its customers. “By enabling client self-service, an agency not only provides a valuable service to clients but also frees up productive time for the agency,” French said. “We continue to see growing demand throughout the industry for a client self-service option.”

About Applied Systems
Applied Systems is a leading provider of software that powers the business of insurance. The company is recognized as a pioneer in agency management systems as well as data exchange between agencies, brokers, carriers and their clients. By automating the insurance lifecycle, Applied Systems software enables millions of people around the world to safeguard and protect what matters most. To learn more, please visit http://www.AppliedSystems.com.

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Sheryl Feminis
Applied Systems Inc
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