This post is part of a series sponsored by AgentSync.
If you’re in the market for a tech solution to revolutionize how your insurance business manages the producer lifecycle, you’ll likely consider several factors: the total cost, implementation speed and ease, user interface, and integration with your existing tech stack, among others.
However, one aspect that might not be on your radar during the evaluation phase is customer success. While you’re focused on buying a compliance tech solution, it’s easy to overlook what happens post-purchase. But wait a minute!
Customer success is crucial, and you don’t want to find yourself tied to a contract with a product that doesn’t meet your needs.
In the realm of insurance technology (or any software), having a top-notch platform isn’t sufficient. Understanding the post-purchase phase is critical, and having a dedicated team to help you maximize your software’s value is essential. This is where Customer Success comes in. A Customer Success team acts as your strategic partner, helping you achieve business goals and get the most out of your investment.
The presence (or absence) of the right Customer Success team can significantly impact the results you achieve with the technology. We may be partial, but we believe we have some of the best in the industry at AgentSync. Recently, we spoke with our Customer Success Managers (CSMs) to learn what makes their role special and how they add value for our customers. Their insights highlight why the Customer Success function is not just a nice addition but a crucial factor in your software purchasing decisions.
How does AgentSync’s approach to Customer Success differ from other companies?
The team pointed out several key differentiators:
- CSMs are involved early in the sales process, ensuring a smooth transition from the sales team to the relationship manager.
- The team maintains a continuous improvement mindset beyond implementation, always aiming for the customer’s next set of goals.
- Customer Success is a core part of AgentSync’s strategy, not an afterthought.
- CSMs act as expert consultants rather than just technical account managers.
“We genuinely incorporate customer love across teams. Elsewhere, existing customers might take a back seat to new business. At AgentSync, they are very important, influencing our product roadmap significantly.”
What makes working with insurance and compliance customers unique?
Our CSMs emphasized the intriguing complexity of the insurance industry. They engage with customers who possess deep industry knowledge and face ongoing regulatory changes. The diversity of challenges is notable—from updating decades-old paper processes to aiding companies in navigating complex compliance requirements.
“Consistency is rare in this industry. You must be adaptable and open to change. We get to see how our impact is modernizing or transforming companies’ entire approach to these complex tasks.”
“I had a customer using sticky notes and complex spreadsheets for compliance tracking. Demonstrating how to automate these processes in our platform completely transformed their daily work.”
How does the CSM-customer partnership work in practice?
A common theme among the CSMs we spoke with is that they see themselves as advocates for their customers within AgentSync, as well as extensions of their customers’ teams. They help drive issues forward and bridge the gap between customer needs and what AgentSync provides.
This means our CSMs regularly:
- Conduct in-depth research on each customer’s company and industry.
- Establish clear goals and metrics for success.
- Provide consistent follow-up and clear next steps after every interaction.
- Connect customers with best practices from similar organizations.
“Once I’m assigned a customer, I dive deep into their business to understand as much as I can about their background and history. I’m always having conversations, reading news, and inquiring about what’s happening at their organization beyond their relationship with AgentSync.”
How do CSMs collaborate with other teams to support customers?
At AgentSync, several CSMs described their role as “air traffic control” for customer needs, coordinating with:
- Support teams for technical issues.
- Product teams for feature requests and roadmap updates.
- Implementation teams during onboarding and future integrations.
- Sales teams during renewals or when there’s a need for additional products and services.
- Finance for billing questions.
This coordination ensures customers have a single point of contact while still having access to expertise across the organization.
What role does leadership play in Customer Success?
In conversations with the customer success team, the importance of leadership buy-in was a recurring theme. The team highlighted that executive involvement goes beyond mere talk—leaders actively engage in customer relationships and ensure Customer Success has the resources to deliver exceptional service.
“Customer love isn’t just a value displayed on a wall. Leadership has woven it into our operations, from our processes to our metrics to our daily decisions.”
If you’re not successful, why’re you doing it?
Features and functionality are important, but having a dedicated partner focused on your success can turn good software into a great decision. And if you start with excellent software (like AgentSync), an outstanding CS team can elevate your business value even further.
Our discussion with the CS team revealed that effective Customer Success is more than just problem-solving. It involves proactive partnership, deep industry knowledge, and a sincere commitment to customer outcomes. When evaluating software vendors, the Customer Success function should be a key factor in your decision-making process, not an afterthought.
If you’re still searching for the perfect partner for producer lifecycle management and license compliance, check out how you can become another success story with AgentSync.
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