Westfield Service Center. Your customer service partner for Personal Lines, Small Business and Agribusiness growth

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1 Westfield Service Center Your customer service partner for Personal Lines, Small Business and Agribusiness growth

2 Westfield Service Center We are your customer service partner. Established History Launching in 1999, Westfield Service Center is based in Columbus, Ohio. Top Notch Customer Service Our team provides complete customer service outsourcing and support for personal lines, agribusiness and small business lines. Experienced & Licensed Staff Our staff is agency-experienced & licensed with 20 years average insurance experience.

3 Opportunity to Focus Agency Talent Creates opportunities for your agency to focus talent on larger, more profitable accounts and production of new business. Westfield Service Center How can we help your agency? By providing professional, dedicated and experienced customer service, you can focus on new business growth. Reduce Expenses for your Agency Working with our service center can actually reduce your agency s policy servicing expenses. Let us show you how!

4 What services do we provide? We offer comprehensive services to address the needs of your customers. Routine service calls including: policy changes general questions certificate requests quotes Problem resolution Claims reporting Billing questions Bi-annual account reviews

5 What makes us unique? Customer service done right. Talk to a Person! Your customers aren t going to hear a long phone tree when they call us our phones are answered by a live person. isn t going into the inbox abyss. We provide the exceptional service we d want to experience ourselves! Strong Feedback & Retention Tell the Story Our team receives 99% positive rating that we meet or exceed expectations on customer feedback surveys. We also have 90% account retention. Depth of Experience All our CSRs are licensed agents and most also have agency experience. Westfield Service Center Relationships - our #1 Priority Our service center has the look and feel of a local agency with the support and resources of a larger call center.

6 How do we stay connected? We know that staying connected with your agency is the key to success. Westfield Service Center Access via Wescom Your agency has easy access to your customer data at any time via Wescom and other Westfield systems Monthly Reports We provide monthly reports to each of our agency partners that include Book of Business & Survey Card Results Easy Transfer to Your Agency Our service center also has telephone transfer capability, if we need to connect your customer to your agency for any reason

7 Pricing We help your agency by providing outstanding customer service, wide range of services and more to help you focus on growing new business! Service Center Fee: 3% of paid premium

8 Learn more today Watch our short, informative video. You ll meet our staff, see our facility and learn more about the professional customer care services we can provide for your agency. Westfield Service Center Video Westfield Service Center

9 Reach out to other agencies who work with us Learn from our agency partners and discover their path to success and experiences with Westfield Service Center. Leni Magill, Market Financial Group (PL) Crystal Lake, IL p Westfield Service Center Lou Mitchell, Sihle Ins Group (CL) Orlando, FL p Kaye Ladd, The Crichton Group (PL/CL) Nashville, TN p

10 Get in Touch Westfield Service Center is here to provide you with more information, answer any questions you may have and create an effective solution for your policy servicing needs. Reach out today! Ann Nelson, Service Center Leader-Personal Lines or Courtney Guss, Service Center Leader-Commercial Lines or Your Westfield Regional Underwriting Leader is also available to answer your service center questions

11 Meet Our Team!

12 Ann Nelson Service Center Leader Personal Lines Related Experience: 33 years We answer the phone with a LIVE person and develop personalized relationships with each customer as opposed to a large call center where customers may never get the same CSR answering their call twice or AnnNelson@westfieldservices.com

13 Courtney Guss Service Center Leader Commercial Lines Related Experience: 9 years We think like agents. We own a problem until it is solved and take care of the customer the same way an agent would or CourtneyGuss@westfieldservices.com

14 Karen Account Representative Related Experience: 25 years I ve had some customers so long, I recognize them by their voice. I really love my customers, and I fight for them!

15 Linda Personal Lines Unit Leader Related Experience: 34 years I was a Westfield agent for 27 years and when I started looking for work with a carrier, Westfield was my first choice. The people are wonderful, I know the products and I m excited to work for Westfield.

16 Jannette Customer Service Specialist Related Experience: 23 years Having had personal customer experiences with a different service center, it has reinforced my view that the Westfield Service Center is set apart in the industry. Prompt and professional, yet personal and proficient are words that are used to describe our service time and time again.

17 Bea Account Technician Related Experience: 40 years We check all changes for accuracy, compare renewals, and add system notes. Problems with a new policy or endorsement are corrected before the customer is impacted.