This post is part of a series sponsored by AgentSync.
When purchasing a technology solution that transforms the way an insurance company handles producer lifecycle management, the total cost of ownership; Speed and ease of deploymentthe software’s user interface, and the degree of integration into the overall technology stack, just to name a few.
One area that you may not immediately focus on during the evaluation stage is customer success. After all, there are far more things to worry about while buying or trying to buy a compliance technology solution than what happens after you sign the contract. But wait a minute!
Customer success may be one of the most important things to consider. You don’t want to wait until it’s too late and you’re locked into a contract with a product you can no longer deliver.
In the world of insurance technology (or any other software), just having a great platform is not enough. Before you get there, you need to know what you will face after your purchase. Having a dedicated team is essential to maximizing the value of new software. That’s where customer success comes in. The Customer Success team acts as a strategic partner, ensuring you achieve your business goals and realize the full potential of your investments.
Having the right customer success team in place will determine the results you can achieve using technology. We may be biased, but we believe that AgentSync has some of the best talent in the industry. We recently spoke with Customer Success Managers (CSMs) to understand what makes their role unique and how they bring value to their customers. Their insights reveal why customer success features are not just a nice-to-have feature, but a key differentiator in software purchasing decisions.
How is AgentSync’s approach to customer success different from other companies?
The team highlighted several key differentiators.
- CSM is introduced early in the sales process to ensure a seamless transition between the sales team and the people who will foster future relationships.
- Beyond implementation, the team maintains a continuous improvement mindset, always looking for the next goal for the customer to achieve.
- Customer success isn’t an afterthought; it’s deeply embedded in AgentSync’s strategy.
- CSMs are more than just technical account managers; they act as expert consultants
“We really embrace customer love across our team. In other places, existing customers might put off new business. For AgentSync, they are incredibly important and our product So much so that our roadmap is primarily driven by their requests.”
What are the characteristics of working with insurance and compliance customers?
Our CSM highlighted some interesting complexities in the insurance industry. They bring deep industry knowledge and work with customers facing constant regulatory changes. What stands out is the diversity of challenges, from modernizing decades-old paper processes to helping companies deal with complex compliance requirements.
“There is nothing consistent in the industry. We have to be fluid and able to embrace change. You can hear how they are modernizing or transforming.”
“We had a customer who was using sticky notes and complex spreadsheets to track compliance. Showing them how to automate these processes with our platform completely changed their daily work. I did.”
How does a CSM-customer partnership work in practice?
The common thread among all the CSMs we spoke to was that they saw themselves not only as customer advocates within AgentSync, but also as an extension of their customer teams. These help solve problems and bridge the gap between what customers need and what AgentSync does.
This means that our CSMs are accustomed to:
- Thoroughly research your company/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
“From the moment I am assigned a client, I do deep research into their business to understand as much as possible about their background, history, and who they are as a person. , read the news, and ask what’s going on in their organization outside of their relationship with AgentSync.”
How does the CSM work with other teams to support customers?
At AgentSync, several of the CSMs we spoke with described working as “air traffic controllers” to meet customer needs, working with:
- Support team for technical issues
- Feature requests and roadmap updates from the product team
- Implementation team during onboarding and future integrations
- Our sales team during updates or if you need additional products or services.
- Billing Financial Questions
This alignment provides customers with access to expertise across the organization while ensuring a single point of contact.
What role does leadership play in customer success?
Through conversations with customer success teams, a consistent theme has emerged about the importance of leader buy-in. The team believes that executive involvement is more than just lip service, with leaders actively participating in the customer relationship and ensuring Customer Success has the resources it needs to deliver great service. I emphasized.
“Customer love isn’t just a value written on a wall. Our leadership has built it into the way we operate, from our processes to our metrics to our daily decisions.”
If you’re not successful, why are you doing it?
Yes, features are important, but having a dedicated partner focused on success can turn great software into great decisions. And when you start using great software (like AgentSync), our superstar CS team can turn it into incredible business value.
From our conversations with CS teams, we learned that effective customer success is about more than just responding to issues. It’s about proactive partnerships, deep industry knowledge, and a true commitment to customer outcomes. When evaluating software vendors, customer success functionality should be a key part of the decision-making process, not an afterthought.
If you’re still looking for your ideal producer lifecycle management and license compliance partner, take a look at our next success story. Check out AgentSync.
Get the most important insurance news delivered to your inbox every business day.
Get the trusted insurance industry newsletter
