CLIENT ONBOARDING
The Importance Of
O
Client Onboarding
nboarding is a buzzword
that’s been circulating for
some time. It relates to the
process of getting a new client
up and running. However, it
is far more involved than simply bringing
them “on board” and covers a much wider
spectrum of activities. The importance
of the proper client onboarding process
cannot be overstated. Here are there
positives of a proper client onboarding: capabilities in their roles is essential. For
example, when the topic of how our claims
process works, our claims rep will walk the
client through it. The claims rep will also
establish that they are the primary point of
contact for any claims questions. This way
the client knows exactly what to do and
who to contact when a claim is filed. Just
as important, the client isn’t relying on the
producer for questions and concerns that
the support staff can help answer.
HAVING YOUR SUPPORT TEAM COME
OUT TO THE CLIENT MANAGING YOUR CLIENT’S
EXPECTATIONS
Having your account manager, risk
manager and claims rep come out to the
client’s facility is a great way to start the
onboarding process. It gives the support
staff a chance to see the client’s facility
and further understand their operation.
Most importantly, the team gets to
meet the client face to face. Establishing
a relationship in person, instead of
just through the phone or email, is an
important step. The client will appreciate
that the full team has come out and
introduced themselves and their roles to
support what the client needs. Now that your team members have
personally introduced themselves and their
roles, you have given your client a clear
idea of what is expected from your team.
There shouldn’t be any grey areas on what
team members are responsible for. All the
processes and services have been clearly
communicated to the client.
DEFINED ROLES AND GAME PLAN
It is important to have a structured
onboarding. Having each of your team
members introduce themselves and their
USE A FORMAL ONBOARDING PROCESS
TO CREATE FUTURE SUCCESS
Getting the onboarding process right is
a very important step to creating future
success. Oftentimes in insurance, business
owners are unsure what the process of
claims and risk management entail. They
rely on the producer to take care of all
questions and concerns, not realizing they
have a full team ready to help them! Giving
the client clarity and peace of mind will
surely make them happy. Use a formalized
onboarding process to impress clients
with your company’s organization and
professionalism. +
BY: CONOR MORAN, CLCS
ASSISTANT VICE PRESIDENT
JGS INSURANCE
Conor Moran is a lifelong resident of
Monmouth County and graduate of
Christian Brothers Academy. Conor is
a graduate of the College of Charleston
with a degree in Business. Conor
prides himself on providing excellent
customer service ensuring his clients
receive the best insurance products
to suit their ever-changing needs.
Conor loves to travel and experience
new and different cultures. Closer
to home, Conor enjoys spending his
free time with his family and friends
at the beautiful Jersey Shore.
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