Neither rapid growth nor coronavirus could stop Billyard Insurance Group from moving full steam ahead with their plans to ramp up customer service and automate critical features like 24/7 self-service and eDelivery. 

We recently caught up with their Marketing Manager Charlotte Mahy for a quick Q&A to learn how they used Pathway to support their customer service goals and make a smooth transition to paperless policies. 

Check out the full conversation.

How has it been transitioning from paper to eDelivery?

We began the transition from paper to eDelivery before we started with Pathway, but the option to automate this process was a game changer. With significant business growth in a relatively short time frame, the ability to scale is imperative to success. By using the Pathway platform, we have been able to focus on automating the eDelivery process. This alleviates significant workload for our administrative staff, allowing them to focus on areas that require a personal touch.

What were the most important emails for you to set up for eDelivery?

We began with the New Business Welcome series. This series provides multiple touch points to continue exceptional service to new clients after the initial sales process. The other workflows which we felt had the biggest impact on our organization were the Billing & Policy Change eDeliveries. These will noticeably reduce administrative workload and provide a faster service for our clients.

How have customers responded to receiving electronic policies? Any pushback?

We have been paperless for quite some time, so the transition was more noticeable from our internal teams than from clients. Internally, this has been very well received by our teams and Managing Partners. As we’re still launching many of the workflows, I can imagine we will receive more positive feedback down the road.

What advice would you give to other brokerages transitioning to eDelivery?

Invest the time at the beginning to map out what you hope to achieve. Focus on what will have the biggest impact on your business processes and client service.

Now that you’ve mastered your eDelivery workflow, are there other automated campaigns you want to activate or you already have activated that make operations flow more smoothly for your brokerage?

With a large customer database, there are several cross-sell opportunities within our book of business. By using Pathway, we can segment our list and identify gaps within a client’s insurance products. For example: offering life insurance when a client has a mortgage to protect.