Customer Success Story | Westminster American Insurance Company

Jenna Trott

5 min read | July 12, 2022

About Westminster American Insurance Company

Westminster American Insurance Company was chartered in Maryland in 1869 as the Mutual Fire Insurance Company of Carroll County. The founding purpose was to protect the financial interests of home and farm owners in rural Carroll County. Since then, the company has grown significantly to focus on commercial real estate in the Mid-Atlantic region, the East Coast and are working on expanding South as well.

Challenges

Westminster American prioritizes the relationships they build with their agents but found themselves struggling to maintain them through cumbersome data collection and a multitude of excel spreadsheets. Access Global Group recently spoke to Westminster American’s Marketing and Social Media Specialist, Emily DeLong, who indicated that obtaining information on agents was inefficient. They often found themselves having to reach out to additional points of contact in order to find the data they needed.

Solution

Westminster American wanted to utilize Salesforce to supplement the agent experience. Access Global Group’s implementation method was two-fold. First, AGG worked to improve agent and agency management by creating profiles for all existing agents and implemented a reward tracking system based on deals sold. Additionally, agent and agency email campaigns were simplified with the implementation of Pardot and were automated based on personalized user details and status. Secondly, AGG focused on improving management data forecasting by integrating data from associated companies to further bridge the data gap and allow easy access to policy and claim data. By organizing all key information into one central location, it would allow anyone within the organization to obtain the numbers and statistics associated with each client.

Results

By utilizing the power of Salesforce, employees were able to significantly decrease the amount of time spent searching for critical information on their agents. Furthermore, the Westminster American team was able to deepen their relationships with agents by efficiently deploying questionnaires to better personalize their experience. Additionally, Salesforce Pardot allows the team to send automated and individualized messages such as birthday greetings or major milestone congratulations to exceed agent expectations. Emily notes that, “Salesforce has been awesome because all of our data is more streamlined and it’s really easy to look up an agent by their name, see all of the points of contact we’ve had with them,and all the gifts we’ve sent to them.”

Why AGG?

Westminster American knew that they needed someone to assist them in the implementation process and had been looking at a couple of different specialists, but decided that AGG was an organization that best aligned with their goals. Emily states that, “As a marketing and social media specialist, I deal with almost all of our vendors here at Westminster American and AGG has been by far one of the best to work with.”

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