Choosing an Insurance Agency Management System for a Second Office

A second office should give your clients more help without making them repeat themselves. Onyx keeps customer policies, conversations and agent notes together, so the agent taking the next call can see the history behind it. Managers use reporting from the CRM and dialer to compare sales by team and lead source.

For an owner comparing multi-office insurance agency management systems, those capabilities need to work across the people serving the same book. One agency with two offices and remote agents tested Onyx with one sales team for five months before moving the rest of the agency. Agents could see the customer’s record when they answered the phone, and managers could see how calls turned into policies. Read the customer story

Share customer history and assign the next call

Onyx brings policies, contact history and agent notes into the customer record. An agent with access can read earlier conversations, including those handled by colleagues. When another office takes the next call, the history stays with the client. Inside the Onyx CRM

A manager can book a Call Back appointment for another producer or reassign an existing one in the Pipeline calendar. Assigning the appointment also gives that producer access to the customer record, so they can open it from the calendar. Onyx checks for a conflicting appointment when you book or move work onto someone else's calendar.

Team leaders can make those changes for members of the teams they lead. Agency administrators and sales managers can manage appointments across the organization. The appointment determines who handles the next call. Policy reporting keeps its own attribution for the original sale.

Route calls across both offices

Onyx uses agent groups to decide who can receive calls and teams to organize management and reporting. An agent can belong to one team and participate in several routing groups. You can keep each office's sales reporting together while including producers from both locations in the same call route.

An internal route looks for an available agent in its configured groups who matches the required agent profile. The route also controls what happens when everyone is busy. Your agency can let callers wait on hold and offer voicemail if no agent becomes available before the configured limit. These settings apply to the route serving the offices, wherever its agents are working. How Onyx routes insurance leads

Missed-call follow-up tasks have a separate assignment rule. A campaign can try the last agent who spoke with the caller, then assign the task to a designated service agent if the first step cannot assign it. The campaign applies that rule when it creates the task.

Keep sales credit with the team that earned it

Onyx attributes policy credit to the agent's team at the time of sale. When a producer moves to the new office's team, their earlier policies keep the original team credit. The owner can see which team generated the business even after staffing changes.

The Pipeline Team filter uses the agent's current team. When a producer changes teams, their appointments, including older ones, appear under the new team. The branch manager sees the appointments for the people they manage now. That is why a team's appointment history and its policy sales may cover different groups of people after a transfer.

With organization-wide reporting access, an owner can filter Call Analytics by team. The Teams leaderboard compares sales totals for the selected date range and line of insurance. Onyx's reporting also lets managers examine results by lead source, so they can compare the business each office produces from the leads it receives. Onyx sales reporting

We worked with one agency on a scoreboard showing inbound calls, policies sold, closing percentage and billable hours. It refreshed every 15 minutes, so sales managers could see activity and production during the day. Read the customer story

Give each branch manager access to their teams

To give a branch manager team-level access in Onyx, assign the Team Lead profile and make them the leader of the relevant team. Together, those settings let the manager work with the customers, calls, policies and appointments belonging to that team's members. A supervisor responsible for both offices can lead both teams and see their members' work.

Agents see their own Pipeline appointments. Team leaders see the teams they lead, while agency administrators and sales managers can see appointments across the organization. That gives the local manager a view of the calls their staff have agreed to make and gives the owner a view across both offices.

A second office within one agency can share teams and calendars. A separately owned agency in a field marketing organization (FMO) needs a different arrangement. The upline may supply leads and approve scripts while the local owner decides who services the book.

For an FMO using Onyx, an authorized upline manager can see results across the organization, open an individual agency from the same login and share approved scripts and scorecards. One customer reported onboarding multiple agencies within a few weeks using Onyx. For an expansion through downlines, agree with the local owners on what the upline will manage and what stays with their agency. Onyx for FMOs and uplines

Start with the work the two offices share

The agency that tested Onyx for five months began with a team that already managed its own workflows. Its owner learned how quickly producers could use the system before the operations manager rolled it out agencywide.

For a second office, set up each producer's team and routing groups together. That determines which calls they can receive, who manages their appointments and how managers view their sales. Onyx handles those through teams, routing groups and the Pipeline calendar. Our buyer's guide covers how those capabilities fit into the wider platform decision. Read the insurance agency CRM buyer's guide.

If you're opening a second Medicare, ACA or life insurance sales office, bring the call report your managers use today. We'll use it to walk through how your teams would share customer history in Onyx and how you'd read their results together. Book an Onyx demo.