Actions:

• Developed a consistent sequence of sales activities, from customer quoting to binding of coverage, that enabled agents to recommend the best product for the customer and incorporate value-selling into the sales process; began educating customers about their product selection as part of the standard process
• Identified key tools to enable agents to appropriately advise and educate customers
• Recommended an implementation approach that included key milestones and timeline, recommended roles and responsibilities, and a training approach strategy and requirements
• Implemented key tools into the process as part of the pilot program to formulate full rollout strategies and gain critical feedback from agents and customers
• Recommended metrics and measures used to monitor implementation success and progress as the organization institutionalizes these sales activities and concepts