POD Method

This phase focuses on introducing your clients to their new dedicated Service PODs through direct, personal interactions.

• 2.1 Technicians Begin Client Introduction During Service Calls 

  • Objective: Begin soft, direct introduction of the new Service POD structure to Commercial Lines clients during any service-related call (excluding new business or quotes).

  • Action: When technicians receive any service call, they will verbally inform clients about their new dedicated Account Manager and Assistant (their Service POD). They'll use a pre-approved script and offer immediate help.

  • Action: Technicians will send a follow-up email (Template 2 below) to these Commercial Lines clients to reinforce the verbal message.

• Verbal Script for Technicians (During Service Calls):

  • "Hi [Client Name], just a quick update on how we're making things even smoother for you here at StreetSmart Insurance. To ensure you always get dedicated support, we've assigned a specific Account Manager and Assistant to your account—they're your dedicated Service POD. Your Account Manager is [Account Manager Name], and your Assistant is [Assistant Name]. They'll be reaching out formally soon, but I wanted to make you aware."

  • "Also, we have a new phone system to get you to the right person faster. When you call next time, you don't need to remember an extension! Simply say your Account Manager's or Assistant's name, and our system will direct your call to exactly where it needs to be. I'm still here to help with [mention technician's area, e.g., 'technical troubleshooting'] for now."

• 2.2 Account Managers Start Informing Clients on Renewal Calls

  • Objective: Account Managers will directly introduce themselves and their Assistant as part of the client's new Service POD during scheduled Commercial Lines renewal conversations, while adopting new workflow tools.

  • Action: AMs will verbally inform Commercial Lines clients about the dedicated team structure during renewal calls, reinforcing messages clients may have already heard.

  • Action: Account Managers must use the new renewal review forms during these calls.

  • Action: Account Managers must utilize Splice to follow up with clients directly and will not reassign these follow-up tasks to technicians. This ensures the POD handles end-to-end client engagement for renewals.

  • 2.3 Producer/CSR client interactions

    • You will notice that all text messages and client center notifications will start to come into your emails allowing you greater visibility into the client interactions (CSRS will just get text notifications)

    • Build rapport with the client! Handwritten Letters 

    • Email campaigns will now be coming from the producer on the account

    • CSRs will have access to producer account to help make sure no bottlenecks

Mass Email Template for Initial Rollout from CSRs (Commercial Lines Clients)

Subject: You Asked, We Listen: Exciting New StreetSmart Concierge Service for Your Commercial Lines Account!

Dear [Client Name],

At StreetSmart Insurance, your feedback drives our improvements. You asked, and we listened! We're thrilled to introduce our new StreetSmart Concierge Service, designed to give you even more personalized and dedicated support for your commercial insurance needs.

Meet Your Dedicated StreetSmart Concierge Service Team!

With our StreetSmart Concierge Service, you'll soon have a dedicated Account Manager and their Assistant focused specifically on your account's needs. This dynamic duo forms your personal service POD, ensuring streamlined communication and expert guidance tailored just for you.

Your Account Manager

Your Assistant

[Account Manager Photo]

[Assistant Photo]

[Account Manager Name Placeholder]

[Assistant's Name Placeholder]

Fun Fact: [e.g., "Ready to help you succeed!"]

Fun Fact: [e.g., "Here to make things easy!"]

To make connecting effortless, we've implemented a new phone system. Now, when you call, you don't need to remember an extension! Simply say your Account Manager's or Assistant's name, and our system will direct your call to exactly where it needs to be.

We're incredibly excited about these enhancements and look forward to serving you even better.

Sincerely,

The Team at StreetSmart Insurance

www.streetsmart.insurance

Email Template for Technicians to Send to Individual Clients (Commercial Lines)

Subject: Your Dedicated StreetSmart Insurance Team & Service Update for Your Commercial Account

Dear [Client Name],

Following up on our conversation, I wanted to share some exciting news about enhancing your support at StreetSmart Insurance for your commercial account.

You asked, and we listened! We're thrilled to introduce our new StreetSmart Concierge Service. You now have a dedicated Account Manager and Assistant focused specifically on your account, ensuring personalized attention for your [e.g., 'audits and renewals'] and strategic needs. This forms your personal Service POD for consistent, expert support.

Meet Your Dedicated StreetSmart Concierge Service Team!

Here's a quick introduction to the team committed to your success:

Your Account Manager

Your Assistant

[Account Manager Photo]

[Assistant Photo]

[Account Manager Name]

[Assistant's Name]

Fun Fact: [e.g., "Loves hiking with their dog!"]

Fun Fact: [e.g., "A whiz at solving puzzles!"]

To make connecting easier, we've implemented a new phone system. Now, when you call, you don't need to remember an extension! Simply say your Account Manager's or Assistant's name, and our system will get you where you need to be.

Best regards,

[Technician's Name]

[Technician's Title - If this internal title is used externally, otherwise consider just your name]

StreetSmart Insurance

Contact Your Team Directly:

• Account Manager: [Account Manager Phone Number] | [Account Manager Email Address]

• Assistant: [Assistant's Phone Number] | [Assistant's Email Address]

For Commercial & Trucking Clients: For Certificates, please email certificates@streetsmart.insurance

Setting up your Ezlynx Email Signature

Hi,  This is Am's Name, press 1 to leave me a message or press 2 to connect with Assistants name (my assistant) if you need immediate assistance. Please note no coverage can be bound or altered via this voice messaging system. Thank you and have a great day. 

Update Labels for Left and Renewals 

https://www.loom.com/share/c0b54cfdb295487faf73f2cf51ffa25a

• • • Documentation Updates: All internal documentation for new customer onboarding, binding, and related processes will need to be updated to reflect the new Service POD structure.

    • EZLynx Configuration: When new customer onboarding is occurring, the CSR must select the appropriate Account Manager and Assistant in EZLynx to ensure proper assignment to the correct Service POD.

    • Task Queue Removal: The main task queue will be removed. All tasks and workflows must be routed directly to the appropriate Assistant and Account Manager within each Service POD.

    • Automation Updates: Once the Service POD method is fully implemented and stable across all departments (Commercial, Trucking, Personal, etc.), all existing automations (e.g., drip campaigns, renewal notices, service confirmations) will be updated to reflect and route through the new Account Manager and Assistant POD structure. This is crucial for a consistent, unified client experience.

• 3.4 Reporting & Org Chart Updates (Ongoing)

  • Objective: Ensure clear internal visibility and accurate tracking of the new Service POD structure.

  • Action (Ongoing):

    • Client Count Report: Create a report that tracks the number of clients assigned to each Assistant and Account Manager. This will help with workload management and performance monitoring.

    • Org Chart Updates: Update your organizational chart (on your website, AppSheet, and any other relevant platforms) to clearly reflect the new Service POD team structure. This will help both internal teams and clients understand the new organization.