To our valued producers,
This year has been a trying one for many. We have endured a global pandemic, drastic changes to work atmospheres, finances, and lifestyle. It’s been a year where we have been forced to evolve and adapt. But it has been so encouraging to see how our producers have made it work and have gotten creative in the process. Throughout this pandemic, we are very proud of our efforts to seamlessly transition the vast majority of our departments into remote working, all while maintaining as many jobs as possible. We were able to avoid any lapse in business due to COVID-19 and have been able to be a resource to you, our producers, as we navigate these uncharted waters together.
Throughout this year, we have also had the opportunity to prioritize our goals and put them into perspective. We have been able to plan for 2021 and our top initiatives will revolve around user experience of our new system, customer satisfaction and maintaining our relationships after nearly 45 years of conducting business in the insurance industry.
Our first goal, a continued focus on improving user experience of our new system, is a big one for us. With the launch of our new system has come some learning curves, but we are addressing this adjustment period with our new monthly webinar series, our targeted emails that address your most frequently asked questions, and making the necessary changes to the system to ensure it is easily navigable and reliable.
Our next goal is to carry on the momentum of our Customer Service department by ensuring hold times are kept to a minimum and customer interactions are positive. This year, we placed a huge emphasis on our call center and customer service departments. We made major changes and implemented new protocols to ensure that all calls were being answered promptly and with a positive disposition. We have brought hold times down substantially and all call center interactions are closely monitored and reviewed. We plan to continue to fine-tune all of our customer service practices so that your experiences with us are as quick, efficient, and effective as possible.
Our final goal is to maintain our original mission of being a large company with a neighborhood feel. We started serving California in 1976, so we plan to enter our 45th year of business with pride and gratitude. Our rapport with the producers who write business with us are of utmost importance and we will continue to foster those relationships.
I want to thank you for continuing to trust us with your insurance needs and sticking with us as we have with you throughout these turbulent times!
Happy Holidays,
Mike McGraw