Real time lead management and sales follow up
A platform to manage multi tiered sales departments and track the efficiency of quotes converting to policies.
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The operation
A UK insurance broker with sales split across several tiers: inbound quote handlers, outbound follow up teams and a small group of senior advisers handling complex risks. Leads arrived from multiple sources and were passed between tiers by hand.
What was breaking
Nobody could see, in real time, where a lead was or who owned it. Follow ups were tracked in spreadsheets that fell out of date within hours. Management could report on quotes issued and policies bound, but not on what happened in between, so the conversion problem could not be located, let alone fixed.
What we built
After shadowing each tier we mapped the full path from first contact to bound policy and built a lead pipeline board around it. Every lead has one owner, one stage and a visible follow up due date. Handovers between tiers happen in the system, with the history intact.
Reporting is built from the same data the teams work in, so conversion from quote to policy can be broken down by source, tier, adviser and stage without anyone re-keying anything.
Outcome
Follow ups stopped being missed because they stopped being invisible. Managers can now see where quotes stall and act on it the same day. The platform was rolled out one team at a time, starting with the tier that had the most to gain.