An agency management system is the largest technology expense for virtually any agency regardless of the particular vendor or platform. When these systems are well managed, they help your agency maximize internal productivity and provide a better customer experience.
Unfortunately, all too often these systems are not used to their full capacity.
It's true that agency management systems are complicated. Learning how to use all of the functionality provided takes time and effort. I've had the opportunity to visit many agencies and spend time watching how customer service agents do their work. I seldom meet people who don't want to improve what they do and how they do it.
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