Account Review Roadmap Generic Sample
The document outlines a standardized, step‑by‑step process for conducting an account “check‑in” with insurance clients in the 90‑ or 180‑day window before a policy renewal. Day 0 tasks require the agent to review the client file in the HubSpot (HS) system, complete a review checklist, and attempt a phone call. If the insured answers, the review is logged; if not, a structured follow‑up sequence is triggered: Day 1 text with a form link, Day 7 phone call and email with a form link, Day 30 mailed letter with questionnaire, and Day 45 email reminder. Successful contact or completion of the sequence leads to logging activities in the AMS/HS communication log, capturing attempts and successes for account review, cross‑sell, remarketing, and upgrades. When the process is marked successful, a final Podium text is sent containing a review link. The roadmap serves as an instructional checklist to ensure consistent client engagement, data capture, and opportunity identification prior to renewal.
Topics
Day 0 Initiation: File Review, Checklist Completion, and First Call
Initial actions required on the first day of the pre‑renewal window: reviewing the client record in HubSpot, completing a standardized review checklist, and attempting a phone call to the insured.
Structured Follow‑Up Sequence for Unanswered Calls
A timed communication plan that escalates from a Day 1 text with a form link, to Day 7 phone and email contacts, a Day 30 mailed letter with questionnaire, and a Day 45 email reminder, ensuring multiple touchpoints.
Logging Protocols and Outcome Metrics in HS/AMS
Guidelines for recording each interaction in the communication log, including attempts and successes for account review, cross‑sell, remarketing, and upgrade activities, providing measurable outcomes.
Final Customer Review Request via Podium
When the check‑in process is successful, agents send a Podium text containing a review link to capture post‑interaction feedback.