WBA Insurance

Generating Incremental Sales from Customer Service Operations

Growth Through Exceptional Customer Experience

Westover-BonAir Insurance (WBA) is a large independent insurance agency serving individuals, families and businesses throughout the central Virginia area. They have a long-term reputation for superior customer service and experience. Leadership had a vision for leveraging their exceptional team of employees and positive reputation in the marketplace to generate incremental revenue. Selling Forensics was brought in to develop and implement a program to improve customer engagement and generate incremental revenue.

Analysis, Development and Program Execution

Worked with the leadership team to build a program that targeted sales objectives and incorporated the input from the customer service team
Worked with the employee team to identify the best activities and behaviors that would contribute to goal achievement
Developed a list of 4 sales-related activities that each person was responsible for executing on a weekly basis
Provided guidance to the leadership team around performance incentives and methods for accountability
Created a meeting rhythm and cadence of accountability that brought together the team on a weekly basis to report on their performance and optimize the program
Provided scripts and modest sales training to improve the performance of the team

Results

The customer service team performed beyond anyone’s expectations, consistently beating the weekly activities goals. In the first two months, quote volume (a leading indicator of future sales) increased by 40% over previous trends. Overall results far exceeded what leadership expected.

Feedback and Client Satisfaction

We hired Selling Forensics to help our team grow our business and provide better service to our customers. With their guidance, we developed a plan that consisted of simple, every day activities that our team could do to help us achieve that goal. Neal (Selling Forensics) was very effective in getting buy-in and support from our employees which was critical to the success of the program. Once implemented, he’s been instrumental to establishing accountability, which has resulted in these simple, but effective activities becoming second nature for everyone. Because of this program, our employees are now confidently seeking opportunities to provide additional services to our customers. Not only are we seeing behavioral changes from our employees, but we are also seeing significant growth in our quote volume. We’ve experienced a 40% increase in just 2 months! Neal is an excellent communicator, leader, and motivator and consulting with him has been one of the best business decisions we’ve made.

Meredith Simmons

Operations Manager