Vantage Point Risk Cuts Client Back-and-Forth by 60–70% with Sembley
How Vantage Point Risk Cut Client Back-and-Forth by 60–70% with Sembley
We’re excited to share our new case study with Vantage Point Risk, an independent insurance agency based in Eugene, Oregon, serving Eugene, Springfield, and clients across the West.
The agency offers commercial and personal insurance, with specialized commercial programs for real estate investors, commercial property owners, real estate services, contractors, restaurants, trucking and transportation, and professional services.
Vantage Point takes a proactive approach to insurance by understanding the full picture of a client’s risk and providing clear guidance around their options.
The Challenge
Commercial insurance can require a tremendous amount of information, and the questions change considerably depending on the type of risk.
Without a standardized process, producers and service team members have to remember which questions to ask for each submission. Missing even a small piece of information can mean another phone call, text, or email to the client.
That problem only becomes more difficult as an agency grows.
”If it’s one person sitting at a desk and you can remember every question you gotta ask every single time and you write it down, great. But then you add another person.” - Richard Sweet, Vantage Point Risk
For Vantage Point, the goal was to create a process that consistently captured the information needed to quote a risk, regardless of which team member was speaking with the client.
The Solution
Vantage Point began building custom intakes in Sembley around its specific lines of business and workflows.
For specialties like trucking, transportation, and real estate investment, that means collecting the information Vantage Point knows it will need before the team gets to a carrier portal, ACORD application, or underwriter.
As the agency learns where information is being missed, the intake evolves so the same problem is less likely to happen again.
That repeatable process also makes specialized knowledge accessible across the team. If a trucking prospect calls, for example, a CSR who doesn’t specialize in trucking can open Vantage Point’s trucking intake in Sembley and work through the questions needed to get the quoting process started.
”He opens the trucking app, the Sembley app, and he knows all the questions to ask.” - Richard Sweet
The Results
Since Vantage Point began building and refining its custom intakes, Richard estimates that the agency has reduced the back-and-forth required to collect information from clients by 60–70%.
The impact reaches across the agency:
- Fewer follow-ups with clients for missing information
- Faster quoting, including eight to ten carriers in some cases
- More consistent intake across specialized classes of business
- Less manual re-entry throughout the CRM and quoting workflow
- Easier knowledge sharing across the team
”It starts with the intake being complete.” - Richard Sweet
One Connected Workflow
Sembley gave Vantage Point a way to bring its custom intake process into the same platform it uses to build insurance applications.
Richard also points to Sembley’s Document AI as one of the biggest improvements for his team. Instead of manually retyping information from documents they already have, Vantage Point can upload documents such as dec pages, emails, and spreadsheets and use that information to begin building applications.
”The ability to upload documents that we had from wherever and parse it out and start to build the application…that was probably the biggest thing for us.” - Richard Sweet
Combining document ingestion, custom intake, and application building in one place has helped reduce the amount of manual work required to move a submission forward.
A Process That Keeps Getting Better
For Vantage Point, intake isn’t something an agency builds once and considers finished.
By paying attention to the follow-up questions its team repeatedly asks, the agency can continually improve its intakes so the next person doesn’t have to chase down the same information again.
”As I hear about things, I’m like, we need to get that on the intake so we don’t miss that next time.” - Richard Sweet
We’re grateful for the opportunity to work with Richard and the Vantage Point team, and excited to support an agency that is turning intake into an evolving operational system.
Read the Full Case Study
Want the full story? Read the complete case study here: How Vantage Point Risk Cut Client Back-and-Forth by 60–70% with Sembley