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Community Insurance Improves Customer Satisfaction with Partner

One of the most important factors in a successful business is relationships. Small community-based businesses understand this best. Community Insurance Group is a prime example, and SIS’ Partner helps this group of agencies build those strong relationships.

Owned by Jeff Sargeant, Community Insurance Group is the holding company for three small-town agencies — Sidney Community Insurance, Botkins Community Insurance and Minster Community Insurance, all in northwest Ohio.

Jenny Davidson, Office Manager at Sidney Community Insurance, oversees the use of Partner, which they purchased several years ago.

“Originally, we used AMS as our management software, but it wasn’t user-friendly, so we switched to Partner,” Davidson explained. “After working with SIS, I would say there is no one better. They are always there to help!”

This type of client-vendor relationship is exactly what Community Insurance Group is trying to maintain with their own clients. Several features of Partner have been instrumental in providing great customer service — Letter Editor, Object Imaging and Terminal Services.

With Letter Editor, Davidson set up mailings to clients for account reviews. The letters notify them of recommendations for additional coverage or opportunities to save money. A survey also has been set up through Partner and is included in the mailing, so customers can notify Community Insurance of changes in their situations such as new cars, new drivers or re-modeling of homes.

“Thanks to these account reviews, made easier through Partner, I have seen an increase in umbrella lines,” Davidson said. “These mailings are also key to retention. Some of our customers have been with us for a long time, and account reviews show our clients we continue to care about giving them personal attention.”

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Davidson also uses the Object Imaging feature regularly. She scans in materials and saves them electronically so all information is in the client folder within Partner. “We’re working toward becoming a paperless environment,” Davidson explained. “This way, items cannot be lost or deleted. It gives us assurance that we’re reducing errors and omissions,” she said. 

Finally, Community Insurance Group takes advantage of Terminal Services to run the Partner system. The Sidney office hosts the server, and Botkins has a remote connection to it. Davidson plans to add Minster in the future.

“In addition to saving on hardware and software costs, using Terminal Service helps us improve customer service. Because the systems are linked, clients can go to either office to make payments, regardless of which office provides their insurance,” Davidson said.

Because Davidson has been so impressed with current Partner, she is looking forward to the launch of Partner XE, where an improved version of Object Imaging (called DocBox) will be included.

“We are thrilled to hear stories like Community Insurance Group’s,” said Julie Williams, Sales Specialist II at SIS who works with the agencies. “Knowing we helped someone improve their business makes our day.”

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