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AGENCY VA - EMS

Product Overview

Agency VA is a virtual assistant outsourcing company that specializes in providing licensed and unlicensed agents to insurance agencies. The company offers two programs: Agency Autopilot, where they take care of daily tasks such as quoting, answering calls, processing endorsements, and billing, and DIY Agents, where they provide one-to-one placement of virtual agents that agencies can train and manage.

Business Requirement

Insurance agencies often struggle with managing their daily tasks, which can hinder their growth and increase costs. The task was to address these challenges by providing cost-effective and efficient virtual assistant services that can handle the day-to-day tasks of an insurance agency, allowing the agency owners and producers to focus on revenue-generating tasks.

Features

Agency Autopilot:

Provides a team of licensed agents and experienced virtual assistants to handle 90% of an agency’s service work, including answering calls, processing endorsements, and billing.

DIY Agents:

Offers one-to-one placement of virtual agents that agencies can train and manage themselves.

Proactive and Reactive Packages:

Provides insurance agencies with different levels of service, depending on their specific needs.

Onboarding Process:

Ensures that the virtual agents are trained in the tasks and processes required by the agency, and provides ongoing support.

Security:

Ensures that sensitive data is protected with a secured PC, encrypted company data, hard drive encryption, and software and hardware security.

Challenges & Solutions

Communication

Working with a remote team can sometimes result in communication challenges, especially if there are language barriers or cultural differences.

Solution

We ensured that their virtual assistants are fluent in English and culturally diverse to help overcome communication barriers.

Training

Training virtual assistants can be time-consuming and require significant effort from agency owners and producers.

Solution

We offered onboarding processes that ensure that virtual assistants are trained in the tasks and processes required by the agency.

Data security

Ensuring that sensitive data is protected when working with a remote team can be a challenge.

Solution

We implemented strict security protocols, such as secured PCs, encrypted data, and hardware and software security measures to ensure that sensitive data is protected.

Responsive UI/UX

We were asked to make an app that enables Patients to visit Doctors online for live video consultations for the care, diagnosis and at the same time they should follow-up treatment of non-emergent conditions from anywhere and at any time.

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