We are very excited to show you some of the ins and outs of Service Center. Let's start in My Agency > Pipelines.
You'll notice we have a lot of prebuilt pipelines now available to you to choose from: Service, Claims, Onboarding, Renewals, and Surplus Renewals.
Claims & Service certainly come up when you least expect it, that's why tracking these through pipelines begins to help manage the workload. We do encourage you to separate your Claims from your Service pipeline. We know that Claims frequently have a third party involved. Whether that's an adjuster, the carrier, an auto body shop, it can slow down your service response time and alter your reporting.
When we get into your Service pipeline, frequently, those types of requests are much more within your control and routine (Adding a Driver, COI requests, etc.) You're able to build either one of these from your My Agency > Pipelines tab. When you create them, we give you some of the best practices as far as how many stages and then even Service Categories are pre-built to optimize organization and reporting. Remember when creating a pipeline in Claims or Service, you're just selecting a default - you're always able to override that default when you create a ticket if it's a special case scenario.
The other three pipeline types: Onboarding, Renewals, and Surplus Renewals, operate a little differently. Many agencies that have outgrown their traditional Onboarding and Retain automation, have got to a point that their renewal process is no longer linear.
These pipelines allow for a staged approach that focuses on the customer's engagement and your own internal processes. The tickets will be generated in Onboarding, Renewals, and Surplus Renewals off of the factors you set for them.
Similarly to Sales pipelines, you can control who is able to see each pipeline; everyone, by job role, or even by specific person(s) by clicking on the eye where it says Everyone. You're also able to have automation attached to all of your service pipelines; that can include a CSAT request, a text or email confirmation that you've received their information, etc.
When your tickets get created, an idea you do want to focus on is who 'owns' that ticket. I encourage agencies to think of this kind of like a quarterback; running backs, wide receivers, linemen still play an import role in the game, but the overall 'play' is being managed by the quarterback. Within our life cycle automation we are able to pass work out to the producer, maybe a group of CSRs that take care of particular things, an assistant, etc. So be sure the person assigned to the ticket is the person who's going to follow the ticket all the way through the process.