The welcome campaign involves a single, automated email sent to brand-new clients to ensure a smooth introduction to the brokerage. This email serves three main purposes:



Introduction to the Brokerage and CSR: The email begins with a warm welcome message, introducing the brokerage, highlighting its values, and emphasizing its commitment to customer satisfaction. It also introduces the client’s dedicated Customer Service Representative (CSR), including their contact information to ensure that clients know who to reach out to for any questions or assistance.


Claims Submission Instructions: Next, the email provides clear, step-by-step instructions for submitting claims. This section includes a link to the claims submission portal, along with practical tips to ensure a smooth and efficient process. By providing these instructions upfront, the brokerage aims to minimize confusion and ensure that clients feel confident about handling their claims.

NPS Survey: To conclude, the email includes a simple Net Promoter Score (NPS) survey, asking clients how likely they are to recommend the brokerage to a friend or colleague on a scale from 0-10. This feedback allows the brokerage to assess client satisfaction early in their journey. Clients are encouraged to respond directly, and their feedback helps the brokerage continuously improve its services.


This all-in-one email approach ensures that clients receive essential information, a personal touch through their CSR introduction, and an easy way to provide feedback—all in a single, streamlined communication.