Overview:
Holley Insurance is an independent insurance agency in the Rocky Mount/Roanoke area of Virginia. They pride themselves on providing expert, personal customer service. They take a proactive approach to finding the best coverage and pricing for their customers, and they work with only the top insurance carriers in Virginia. Holley Insurance is 100% locally owned and operated. Their core values are integrity, professionalism, friendliness, efficiency and teamwork. They believe that the foundation of any lasting relationship is honesty, so they always give their customers the best options, even if they aren’t the best options for the agency’s bottom line.
Location:
Holley Insurance has two convenient locations in Virginia: at 380 Franklin Street, Suite A in Rocky Mount and at 3629 Franklin Road, Suite 207 in Roanoke.
Name of Owner: Steve Holley
Number of Team Members:
Holley Insurance has five agents who participated in the AppX Retention program.
Types of Insurance Sold:
Holley Insurance specializes in a wide range of personal and commercial coverages, including auto, homeowners, renters, life, contractor liability, product liability and workers’ compensation insurance, as well as many others.
Reason Why AppX Retention Was Purchased:
Steve Holley was looking to boost retention for the agency and find more opportunity to increase coverage and account rounds.
AppX Retention Overview
Employing AppX Retention training for your team has been proven to increase client retention, account rounds and remarketing numbers. This six-month program will encourage everyone to be on the same page with being proactive in calling clients annually to review their accounts. It will also train agents to ensure thorough documentation and work to increase referrals and account coverage, all while boosting retention and decreasing workload. These training workshops and bi-weekly calls will teach your team to be in better control of client communication and reduce the number of re-shops, inbound calls, complaints and questions. Additionally, annual client calls personalize the insurance relationship, fostering trust and loyalty. AppX Retention will show you the difference a great retention rate makes to your overall business. Learn more about how AppX Retention has improved retention rates, decreased remarketing and increased coverage numbers for its clients here:
https://www.agencyperformancepartners.com/services/appx-retention/
AppX Retention will provide you with the following once you’ve signed on to the program:
- Training
- Two Onsite Training Days
- Designed Content
- Interactive Session
- Tracking
- Bi-Weekly Tracking
- Tools
- Scripts
- Role-playing
- Worksheets
- Coaching
- Bi-Weekly Coaching Calls
- Workbook
- Plan of Attack
Results
The team at Holley Insurance worked very hard to achieve Steve Holley’s goal of boosting retention and extending more opportunities to their customers for account rounds and coverage increases. Clearly their efforts paid off, because these numbers are impressive! In all four areas they were aiming to improve—retention rate, increasing coverage, more account rounds and remarket reduction—they attained “ridiculously amazing” numbers using the AppX Retention process!
The team connected with 342 clients.
The team increased coverage 120 times.
37.4% of the calls completed resulted in an increase in coverage or account round.
The team remarketed only 10 accounts in 10 months.
The Policy Retention rate was 88.83% at the beginning of the process. By the end of the program, the agents got the retention rate up to 91.29%—a 2.46% increase!
Team Feedback:
Here is what the Holley team had to say about the AppX Retention program.
Initial Responses:
All of the agents surveyed were excited to try any new process that may improve their client experience. One agent indicated that they didn’t really have a concrete renewal process before the AppX Retention program, so it was great that everyone would be on the same page.
How They Felt a Few Weeks Later:
After fully launching the account review/renewal process for a few weeks, the agents commented that they were finding more account rounding and increased coverage opportunities. Also, the agents thought that getting to update customers’ contact information during the renewal calls would save time in the long run, and that they were providing better service to the customers. In short, employing the AppX Retention process for a few weeks was beneficial for the agents, the agency and the customers—a win, win, win!
What Was the Hardest Part?
There are always going to be a few bumps in the road when starting any new process at work. The team at Holley Insurance overcame them admirably. One agent found it hard to keep up with his workload during shorter weeks; vacations, holidays, snow days, etc. interrupt workflow, making it difficult to manage getting everything done. The agent noted though that finding the time got easier as the team became more comfortable with the new process.
Another agent commented that getting comfortable with knowing what to say was an obstacle. It can be tricky the first few times knowing how to approach recommending coverage increases. We hope the scripts help in this regard. As making the calls becomes routine, it gets easier to put these ideas into your own words so it will feel more natural.
What Was the Best Part?
The team at Holley Insurance felt that the biggest benefits of the new process were their more positive interactions with their customers and the vastly improved numbers. When asked what they felt the best part of using the AppX Retention process was, they stated:
“The knowledge that we are serving our customers better”
“Having positive PROACTIVE experiences with our clients”
“Less negativity from the customer”
“Improving coverage [and] increasing retention”
Recommendations to Other Agents Starting the Program:
The agents we surveyed advised new teams starting the AppX Retention program to go into the process with a positive attitude, ensure time is reserved for pre-call preparation and to keep it simple, all of which we think are great recommendations.
“Don’t go into the process negatively. Give it an honest effort and you will get great results!”
“Just stick to the process and scripting. Don’t get cute. Keep it simple.”
“Block out time in your schedule to complete pre-call checklists and calls.”
Working with the AppX Team:
The agents at Holley Insurance enjoyed working the AppX Retention team. They saw improvement in their retention rate, account rounds and remarketing numbers, as well as experiencing more positive interactions with their customers using the AppX Retention process and scripts. On working with APP, they said:
“It has been great!”
“We just love the APP team. Y’all are “ridiculously amazing.”
