Consumers and technology that makes it easier for consumers to shop, research, compare, select, and manage healthcare benefits are in the driver’s seat. Brokers who want to stay ahead in an increasingly self-service healthcare marketplace are looking to technology to help them provide exceptional service. Those who can provide a customer service experience that is far superior to the consumer’s experience of going it alone on the healthcare market will be in high demand. In this post, we take a look at some specific ways brokers can use technology for their benefit.
1. Technology Helps Brokers Save Time and Generate Revenue
Are you struggling to find time to do the follow-up and relationship building necessary to close deals and generate revenue? Save time and increase revenue with technology that automates prospecting and follow-up.
If your selling system looks like this:
• Contact prospect by phone
• Setup appointment or keep trying to reach them until you make contact
• Enter prospect’s information into a follow-up email or mail campaign, so he/she receives periodic messages until they’re ready to speak with you
It’s time to automate your prospecting and follow-up processes using technology.
Customize phone messages, emails, and letters with prospect information using technology, then use that technology to automate the process of calling and staying in touch with prospects. If done correctly, you’ll notice that prospects respond to these automated calls and emails as if they came directly from you, not your software.
The result? You’ll have more time to spend on tasks that generate revenue, while follow-up and prospecting are taken care of for you.
2. Online Provider Directory Technology Turns Brokers into Heroes
Consumers are going to search for benefits online using their smartphone, computer, or tablet. However, they’re quickly going to discover, as you know all too well, that finding what they want is an overwhelming and frustrating process. So, use technology and come to their rescue.
Online provider directories let you find the insurance plans that give consumers access to their preferred doctors and hospitals. Present them with a list of plans that let them go to their preferred physicians and medical centers quickly, and you become their go-to expert.
3. Online Quoting Technology Helps Brokers Capture More Leads
Technology makes it possible to automate the process of providing a quote. Don’t miss out on the opportunity to engage with leads by failing to offer this feature on your website.
When consumers visit your site, they want to know if you can connect them with benefits they can afford. Show them you can get them set up with what they need by making it known you can have access to the kind of benefits they want at a cost they can afford.
If you don’t have a website, use an exchange or carrier with online quoting technology or find a technology partner to help.
4. Technology Let’s Brokers Provide Personalized Support 24/7
Consumers want to shop, research, and compare benefit plans when it’s convenient for them. Of course, that doesn’t bode well for your schedule, as most consumers will investigate benefit options after work or on the weekend. But, consumer decision-support tools offer a solution.
Consumer decision-support technology provides consumers with personalized support and guidance. For instance, at Clarity, we have Emma. Emma asks users a series of questions, and based on their answers, suggests benefits and plans that match their needs and budget. These tools assist consumers around the clock. Make sure consumers remember you’re the broker who made it easy for them to research benefit options at 8 p.m.
Technology is The Future of Broker Customer Service
Consumers view brokers who provide them with the features and decision-support tools they need favorably. Benefit brokers need to move in a service-oriented direction. And, technology is, arguably, the easiest and most feasible way to do that. Brokers who realize this will have an easier time competing in today’s self-service healthcare marketplace. So, turn leads into prospects with the help of technology then wow clients with everything else you can provide from commuter benefits program and NYC commuter benefits to revolutionary HSAs and more.
