Boosting Client Service Efficiency for Independent Agents: Transform Your Agency with EZLynx Account Summarization

This post is part of a series sponsored by EZLynx.

It’s no secret that the insurance industry has been grappling with a talent shortage, and it’s creating some big challenges—especially for independent agents. With the Bureau of Labor Statistics forecasting a 5% decline in claims professionals and an estimated 21,500 job openings each year over the next decade, it’s clear the industry is struggling to keep up with retirements and departures. For community focused agencies, competing with larger, more established firms can feel like a tough uphill battle, especially when staffing resources are limited.

Here’s the good news—EZLynx is here to help. With its all-in-one management system, independent agents can boost their team’s productivity and drive great results – even within a small team. By pulling together customer data from sales to quoting to policy management, EZLynx seamlessly integrates every aspect of the policy lifecycle into one centralized platform, providing agents with a single, actionable view to drive smarter decisions. This seamless system eliminates the need for juggling multiple tools, empowering agents to hit the ground running and deliver exceptional results for clients right from day one.

As if EZLynx couldn’t get any better, independent agents can now elevate their EZLynx experience with the power of artificial intelligence (AI) through EZLynx Virtual Assistant—EVA for short.

Getting to Know EVA: Account Summarization

This year, EVA brings a range of new features, including Account Summarization, which enhances client service efficiency by helping agents get up to speed on accounts with automatic summaries of recent activity. Say goodbye to hunting down emails, tracking down colleagues for updates, or scrambling when someone goes on vacation and you need to take over their account. With the ability to view updates from the past week, month, or even up to the last three months, you’ll always know exactly where you left off and where to pick up with clients. Account Summarization allows your agency to deliver both the personal service clients desire, and the cutting-edge insurance tools you need for a growing community. The more you know about your clients, the more they feel valued and truly cared for, strengthening your ability to retain new business and maintain long-term client relationships.

Bill Richards, Chief Solutions Officer Community Insurance LLC

For Bill Richards, chief solutions officer, Community Insurance LLC, the time saved with Account Summarization allows him to spend less time scrolling through client profiles and more time building meaningful relationships with his customers. “If we save five minutes [using Account Summarization] and do that ten times a day, that’s almost an hour of savings for a staff member each day,” shared Richards. “Multiply that across our staff and soon, you’re looking at four or five hours saved a day total. Over time, that is going to have a major impact on the quality of our customer relationships.”

Staying Ahead of the Competition

Maintaining strong client relationships and service efficiency is crucial, especially in the insurance industry, where customer expectations are higher than ever. The sector has long struggled with issues like long wait times, slow claims, and poor experiences—often the subject of internet memes. These challenges have only grown as consumers demand faster and more seamless interactions. In today’s competitive market, failing to meet these expectations can cost you losing clients to competitors. Providing high-quality service is key for independent agencies, and the best way to achieve this is by minimizing friction points that lead to longer resolution times.

We’ve all been there—waiting on hold with customer support, getting passed between reps, and having to repeat the same information over and over. It’s frustrating, right? So why put your clients through the same experience? With AI tools like Account Summarization, whether one person is handling an account or multiple team members are involved, everyone stays on the same page and in the loop. Not only does this make you look more knowledgeable and like a trusted expert to your clients, but it also helps improve the quality of service you provide.

By reducing the need for manual data retrieval, Account Summarization minimizes the risk of errors, ensuring more accurate and reliable interactions with your clients. A Morning Consult study commissioned by Zoom highlights how inaccurate information and delays contribute significantly to customer frustration. It found that 54% of respondents identified inaccurate resolutions as a major factor in negative support experiences, while 52% pointed to long wait times.

Carlo Ferrara, Chief Operating Officer StreetSmart Insurance Agency

Account Summarization ensures your staff stays at the top of their game, enabling them to deliver quick and accurate solutions to clients right from the start. Carlo Ferrara, chief operating officer, StreetSmart Insurance Agency shared, “With Account Summarization, you can quickly see what’s happened in the past week. I was just on a call with a client who started explaining his situation, as soon as I hit the button, I immediately knew exactly what he needed.”

Creating Exceptional Experiences with EZLynx

The note system within EZLynx’s Account Summarization tool offers agents even more opportunities to create personalized touchpoints that elevate the client experience.

“Since the Account Summarization got so much better at tracking notes, what I do now for birthdays is create a note in the system, shared Ferrara. “I had an experience where I didn’t realize it was a customer’s birthday, but after checking the details tab, I saw it. Now, when I add a note about their birthday, anyone pulling up the account can see it and wish the customer a happy birthday, which I think is a cool experience.”

Backed by the power of EZLynx’s all-in-one system, Account Summarization equips agents with a strong foundation for their business while enhancing customer service efficiency. EZLynx seamlessly integrates customer data into a unified platform, ensuring every step of the policy lifecycle is connected and streamlined—putting everything agents need right at their fingertips. Start 2025 with confidence. Delivering faster, more accurate service starts with EZLynx.

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