Hawksoft Set-Up Guide
The first thing to consider after signing up for the APP Retention Program is who will be making the Retention calls. HawkSoft allows you to assign suspenses to the “Producer”, “CSR”, “Agent” or a designated person. This guide will help you decide the pros and cons of each field and show you where each field is located. Be sure that the fields are used consistently in each file.
Below is where to locate the “Producer” & “CSR” Fields. The “Producer” and “CSR” cannot be different for each policy for the same client as this reporting is done at the Client Level and the “Agent” assigned to the individual policy is not considered.
Below is where to locate the “Agent” Fields. This reporting is done at the Policy Level and the “Agent” assigned to the individual policy is considered. The “Agent” can be different on each policy for the same client. The “Producer” and “CSR” are not considered.
|
Title |
Pro |
Con |
|
Producer |
Might be the person who has the best relationship with the client. |
Might be an Owner or Sales Person that does not have the “Relationship” with the client. |
|
CSR |
Might be the person who has built a relationship with the client and has the knowledge to review the account |
Might not have the knowledge or training to review an account and recommend solutions |
|
Agent 1, 2, 3 |
Wrote/Services the specific policy. Is an “expert” in the coverage |
Might have been who originally wrote the policy and they are no longer with the agency. |
|
Designated Person |
This person is efficient with the review process. Consistent quality of call every time. Knows the coverages. |
Might not know about all lines of business assigned to them. May get overwhelmed with call volume. |
No matter how you used the Producer, CSR, or Agent fields, they MUST be used consistently. There tends to be one of three ways each field is used. Select what works best for your agency’s needs. Below are a few examples of each field and how it could be used.
Producer: The person that wrote the account (sales department)
Producer: The Agency Owner as it is a “house account”
Producer: The Account Manager/Agent that handles the account on a regular basis
CSR: The Account Manager/Agent that handles the account on a regular basis.
CSR: Licensed Agent that services the account as needed.
CSR: An unlicensed person who fields the call for payments, etc.
Agent: The person that originally wrote the specific policy
Agent: The person that services that specific policy
Agent: The person that handles the billing, etc. for that specific policy