The framework of an independent insurance agency positioned to grow in 2020 looks vastly different than it did just a few years ago. Consumers buying habits constantly evolve, prompting agency owners to consider increasing familiarity with various business communication tools. Here are some examples of the types pf tools you should be utilizing in your agency (please note: this article is for informational purposes only and does not represent an endorsement of any particular vendor, provider, tool, or resource):

· Agency Management Systems
The cornerstone of an agency’s automation is their agency management system. Over the years, Vertafore (AMS and QQCatalyst), HawkSoft, Applied Systems and EZLynx have provided agencies with the tools to manage their insurance business. Beyond that, many of these systems have added other features (comparative raters, websites, and marketing automation) and some even allow easy integration with other complimentary platforms. Understanding the components available, what works and what falls short, is critical before considering other tools.

· Digital Presence
It starts with claiming and updating an agency’s Google business profile. Verifying business information (address, hours, contact info) is correct and providing additional info (photos, business description). Most internet searches start with Google and this is often the first point of contact. Beyond Google, maintaining a dynamic website that is mobile-responsive, includes chatting capabilities, allows consumer quoting, and enables client self-service is critical. While there are many quality vendors that can help agencies, many local agencies have had success with Forge3, Advisor Evolved, and BrightFire.

· Virtual Meetings/Video Conferencing
Professionals and consumers are quickly adapting to new virtual meeting tools like GoToMeeting, Zoom, JoinMe, Skype, Google Meet, Microsoft Teams and other online video conferencing services. Being able to maintain a more personal connection with your client while still operating digitally is important now and in the future.

· Electronic Signature
Most insurance companies allow agents to issue policies with electronic signatures. Many of the agency management systems offer their own electronic signature solution. Other dedicated electronic signature solutions also exist including DocuSign and Formstack.

· Voice Over IP/Business Grade Phone Solutions with Automated Call Routing
Top VOIP providers like Nextiva, RingCentral, Vonage, CenturyLink and others offer affordable business-grade VOIP that can help automate call activities, including the ability to route calls to multiple individuals or even carrier service centers. Additional features may be available including video conferencing capabilities, CRM integration, voice-to-email, and texting. It is important to understand some of the limitations and potential data security measures available for some of these features.

· Screen-Sharing and Video Recording
Online tools like Loom and ScreenLeap are available to help you to record a video of you and/or your screen. This allows you to record videos with content your clients might find useful Agents use these tools to do video proposals, marketing and educational videos.

· Online Automated Scheduling
Tools including Calendly and Acuity Scheduling can allow customers or business contacts 24/7 access to calendar availability, eliminating the need for back-and-forth communication to schedule a call or meeting. Agents can set the hours they are available and set scheduling rules (i.e. allowing 15 minutes or so for call prep). Some even integrate with tools like GoToMeeting, JoinMe, and Zoom to have virtual online meetings to include video and screen-sharing capabilities.

· Sale & Marketing Automation, Customer Relationship Management
The quantity of available options to automate sales, marketing and customer communications can be overwhelming. Most agency management solutions offer components that can be added to its management platform. Additionally, providers like AgencyZoom, HubSpot, and Salesforce enable agencies to automate communications to follow-up on unsold quotes, onboard new clients, cross-sell other lines, offer policy reviews or extend birthday wishes. Some can even allow for client satisfaction surveys and promote online reviews. Costs and features vary, and integration with agency management software should be carefully considered.

While this is only a brief look at some of the tools and resources critical for building a successful agency framework, we are looking to continue building a working-list of marketplace solutions available to empower independent insurance agencies.