Case Study: Large Managing General Agent boosts specialty program growth with ReSource Pro’s Insurance Experience Center

ReSource Pro Service Center Solution Lets MGA Focus on Driving Growth in Specialty Program

Large Managing General Agent, a large managing general agent with a specialty property/casualty program, was struggling to keep up with high call volume in its specialty program service center. High employee turnover was also pulling account managers away from growth activities and forcing them to spend time training temporary staff and handling service requests. ReSource Pro’s Insurance Experience Center (IX Center) was brought in to help address the policy servicing burden.

ReSource Pro implemented its Insurance Experience Center to provide turnkey policy servicing, including answering calls and emails, issuing certificates and ID cards, updating policy information, and handling loss run requests. The result was more than 200 service requests fulfilled each week, three full-time licensed account specialists deployed to support the program, reduced turnover and training time, and more time for account managers to focus on sales production and growth.