InsuranceHub

InsuranceHub Uses AI to Transform Sales Conversations and Reduce Churn

Region

Americas

Company size

100–399

Industry

Financial Services

InsuranceHub.com

Products used

When I recognized a growing need for conversation intelligence, my initial thought was to seek help from a third-party AI. However, when RingCentral introduced RingSense, it was a clear choice for us.

Lee LeBaigue

Senior Vice President, InsuranceHub

Serving tens of thousands of clients across the United States

Over its decades-long history, InsuranceHub Leavitt Agency has earned a reputation as a trusted provider of insurance for individuals and families (for home, auto, and life policies) as well as businesses in dozens of industries – from retail to manufacturing to real estate to trucking and transportation.

Lee LeBaigue, Senior Vice President of InsuranceHub Leavitt Agency, explains that in early 2020, InsuranceHub merged with the Leavitt Group, one of the top Independent Property/Casualty Agencies in the country, with thousands of employees. At that time, InsuranceHub was already using RingCentral for the mobility, reliability, and sophisticated calling and reporting features that Lee says played an “indispensable role in our business operations.”

Lee also points out that the Leavitt Group was relying on a legacy phone system and during the merger asked InsuranceHub to integrate its operations into that system. “We stood firm in our need to keep RingCentral,” says Lee. As the parent company observed how effective and efficient InsuranceHub’s telephony operations were running – particularly during COVID, as employees shifted to working from home – Leavitt Group signed up with RingCentral to allow all of its agencies to use the cloud-based phone system.

The introduction of RingSense marked a turning point in the agency's approach to sales coaching and revenue intelligence. RingSense seamlessly integrated into the existing phone system, offering increased security and effortless connectivity.

“When I recognized a growing need for conversation intelligence, my initial thought was to seek help from a third-party AI. However, when RingCentral introduced RingSense, it was a clear choice for us. Having conversation intelligence natively integrated into our existing phone system provides heightened security and ease of use and connectivity. We're thrilled with this development and eagerly anticipate more innovation from the RingSense conversation intelligence team."

When RingCentral introduced RingSense, it was a clear choice for us. Having conversation intelligence natively integrated into our existing phone system provides heightened security and ease of use and connectivity.

Lee LeBaigue

Senior Vice President, InsuranceHub

The impact of AI was recognized immediately

RingSense significantly transformed the agency's approach to managing customer interactions. The stand-out feature for LeBaigue was the system's capability for managers to actively listen to their teams' customer interactions, using the coaching tab as a performance gauge. The tool received high praise from LeBaigue's team, including co-owner Chris Vickers, who was impressed by the system's ease of use and insights.

"The standout feature for us is RingSense's capability for managers to actively listen to their teams' interactions with customers, thereby utilizing the coaching tab as a performance gauge. It has received strong reviews from my team, including our co-owner Chris Vickers, who had the chance to assess his team's calls and was thoroughly impressed by the process.

The keyword search feature is particularly noteworthy, delivering significant time savings for sales management. With a simple keyword, managers can find specific types of calls, whether they want to review 'cancellation calls' one day or focus on 'new quote calls' the next. This feature surfaces all relevant calls at once, allowing us to either listen to specific segments or read concise summaries.”

From the perspective of sales and customer-facing rep training, the RingSense AI platform is revolutionizing our approach to sales training, quality control, and enhancing our customer experiences in promising ways.

Lee LeBaigue

Senior Vice President, InsuranceHub

Another example Lee cites showing how RingSense is helping his InsuranceHub Leavitt Agency gain better insights into its sales operations is the platform’s AI-powered system for scoring calls, deals, and specific skills.

“The individual scorecards for sales managers has proven to be a useful tool for assessing performance across various teams. The introduction of the account manager scorecard, complemented by AI-driven suggestions, has paved the way for a unique and personalized scoring system that effectively addresses our needs. The RingSense platform, with its impressive features, is indeed a game-changer in the industry." LeBaigue explains.

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Compounding benefits: structure and consistency to data management

The agency also saw benefits in its documentation processes. LeBaigue acknowledged that different agents often document the same information in different ways, leading to potential confusion and the potential loss of critical notes. RingSense helped to address these issues by adding structure and consistency to data management, streamlining operations, and improving the accuracy of record-keeping.

“For an account manager, one of the primary responsibilities is to accurately document customer interactions in our CRM. For instance, if Ashley has certain requests regarding her car insurance, I make sure to record all details meticulously, ensuring that her needs are addressed and resolved. The final record is uneditable, reflecting its importance, given that it is admissible in court. This aspect of our work is vital, yet it can be remarkably inconsistent across the industry. Different agents may document the same information in diverse ways, leading to potential confusion for anyone who later reviews these records. Occasionally, important notes are missed, resulting in significant issues. This is symptomatic of the insurance industry as a whole, which grapples with vast amounts of unstructured data.

By allowing for quick edits and reviews before finalizing, such a system would not only bring about consistency, but also save an enormous amount of time. This is precisely where RingSense AI is making a transformative impact, bringing structure and consistency to data management. By leveraging RingSense conversation intelligence, we are significantly streamlining our operations and improving the overall efficiency and accuracy of our record-keeping, ultimately enhancing our customer service and legal compliance." Lee says.

This innovative AI technology not only improved the efficiency of the agency's workflow but also enhanced customer service and legal compliance. LeBaigue described this change as transformative, thanks to RingSense's AI capabilities.

AI’s low hanging fruit - customer conversations

As a member of the AI Council for the InsuranceHub Leavitt Group, LeBaigue became increasingly curious about RingSense.

He recognized the importance of identifying and leveraging the 'low-hanging fruit' and 'easy wins' in the rapidly advancing field of AI, and in his experience, RingSense ticked those boxes. In the insurance industry, where call grading, training, and call summaries are vital, RingSense stood out as a simple, efficient, and essential tool for customer interactions. It captured the critical endpoints of the customer conversations, helping the agency to track, learn, and improve its service with each call.

The future of sales conversation intelligence at the agency is bright, with RingSense set to continue to evolve and transform their customer interactions, ultimately enhancing their customer service and overall operational excellence.

The RingSense platform, with its impressive features, is indeed a game-changer in the industry. It is making a transformative impact, bringing structure and consistency to our data management. We are improving the efficiency and accuracy of our record-keeping, ultimately enhancing our customer service and legal compliance.

Lee LeBaigue

Senior Vice President, InsuranceHub

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