Case Study
Agency Success Story
The value of customer service, intuitive workflows, and efficient documentation
Coming full circle back to HawkSoft
It took less than a year for Deloss Buseman, owner of BRIQ Insurance, to realize the move to a new system was not the better solution and to come full circle back to HawkSoft. Buseman states, "I didn’t leave HawkSoft because I was unhappy. I left because I was concerned over local server issues and I thought I was making a smart move for our agency by going to a larger provider’s web-based platform."
Agency Profile
BRIQ Insurance
Parker, Colorado
Established: 2005
HawkSoft Client: May 2011
I guess you don't really appreciate the kind of service you get at HawkSoft until you don't have it. When using Hawksoft I came to expect someone answering the phone quickly that could answer my question or fix my problem. I didn’t realize how valuable this was until I didn’t have it, I just assumed all companies worked that way, not so.
What Was Missing
Efficiencies over flash
Buseman and his staff are interested in efficiencies, not flash. But they were recipient to the typical software sales practice of overpromising and under delivering. "They promise the world. They let you play around with the system and it looks like it can do all these wonderful things – it’s real spiffy. The problem is the lack of a true workflow behind those cool looking features when you start using client data. It becomes burdensome to conduct simple processes and it’s really hard to follow the client history of what has been done," says Buseman.
BRIQ’s staff quickly began to see past the flashy front-end design and realized they were missing three critical components of a productive agency management system:
- Efficient documentation and log notes
- Knowledgeable customer service with quick response times
- A true partnership where the management system vendor cares about and listens to its agencies
The professionalism of HawkSoft’s staff is like no other. The conversion and customer service teams treated me exactly the same when I was leaving as they did when I was coming back. The drastic difference in the experiences between HawkSoft and EZLynx is the kind of thing that sticks out to my people. We will remember it.
Two Key Triggers
Insufficient log notes and customer service
The inability to track log notes/activities along with customer service representatives who lacked insurance knowledge were two key triggers in Buseman’s decision to return to HawkSoft.
"We struggled with the way the everyday logs notes or activities worked, you know the stuff you do every day to track what is being done. We thought that after a year we would get it down but we never did. It was so hard to look at the notes and figure out the history or what had been done or discussed. Information was everywhere and hard to follow," Deloss said.
BRIQ employees grew frustrated being unable to figure out the status or history of notes. As a result, open tasks would often get lost. This led to a degradation in the level of service BRIQ was able to deliver to its clients. "We missed HawkSoft’s simplicity of numbered log notes and the ability to easily see what’s going on with a client."
BRIQ said the customer service at the other vendor, from call support to the data conversion process, was horrid. Hold times were often 20 minutes and CSRs seldom had the knowledge to answer questions from BRIQ’s staff. The conversions were painful due to the vendor’s unresponsiveness and lack of communication with BRIQ about data backups. The overall data conversion experience can be summed as "a complete train wreck."
Renewing the HawkSoft relationship
After two of Buseman’s assistants said they wanted to go back to HawkSoft, the change was swift. The return has been smooth. BRIQ staff are back to enjoying HawkSoft’s intuitive workflows, organized log notes and Action Menu that automatically builds a documentation trail for every client interaction, and superior customer service. Plus, Buseman is excited to use the new Agency Intelligence Reporting Suite to measure the performance of his business.
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Features leveraged by BRIQ Insurance