Banker's Life Case Study

1975 Words 8 Pages
Bankers Life Bankers Life & Casualty has the opportunity for improving the company-wide sales process when analyzing the email, online content, and phone systems. Bankers Life & Casualty is an insurance company subsidiary division of CNO Financial. The mission statement for CNO Financial states their goal is for “Providing financial security for the life, health, and retirement needs of Middle America” (CNO Financial Group, n.d.). However, Bankers Life offers a broad selection of life and health insurance products designed especially for Americans who are near or in retirement. As they have done for 137 years, dedicated agents meet customers in their homes and present products. Bankers Life & Casualty has always operated as Bankers Life …show more content…
Releasing new available products to the customers, updates on current product lines, and general company informational updates all occur through the email system. The utilization of the phone system occurs daily due to the speed of communication. Circumstances arise which require immediate conclusion and cannot always rely on receiving answers in a timely fashion. The use of mobile devices is beneficial to Bankers Life for ensuring client accessibility to agents with concerns or questions. Direct access to agents facilitates trust with customers, and mobile devices provide quick access (Baltzan, 2016). Having a digital tracking system, is a crucial feature of operation at Bankers Life. Computer systems are only as accurate as the information entered into them. Therefore, proper training of employees becomes paramount at Bankers …show more content…
The phone system offers the strength of immediate access to clients, agents, and other employees for Bankers Life. However, it carries a faster resolution process than the email system. The speed of accessing client information when they call creates strength for the company, by saving agents valuable time pulling up client information quickly. The recent update to the phone system creates the weakness of the mobile application having poor function with the new phone system. When clients are unable to speak to their agents, due to the phones malfunctioning, may cause the cancelation of current policies in force. Inability for allowing effective communication is detrimental to future business, as it is damaging to the company reputation. Carrying poor reputations prohibit future business for Bankers Life. Bankers Life presents opportunities for the phoning system by improving system errors affecting the structure. Eliminating errors in the current system will allow for continual customer service improvements. Building relationships continually nurtured by Bankers Life agents develops loyalty from the clientele base. Furthermore, expanding on relationships in place ensures the longevity of Bankers customers, and having a working and reliable phone system will ensure relationship

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