Contact Management
The systematic organization and maintenance of policyholder and prospect contact records within a CRM or AMS, including notes, history, and preferences.
FAQs
- Should agencies use a dedicated CRM or rely on their AMS for contact management?
- Most AMS platforms provide adequate contact management for service functions. A dedicated CRM adds value primarily for prospecting and sales pipeline management — functions the AMS was not designed for. Agencies with active new business development typically use both: the AMS for policy and service data, the CRM for prospect and opportunity management.
- How should agencies handle duplicate contact records?
- Duplicate records typically arise when a client is entered as a prospect and then entered again as a policyholder, or when two staff members create separate records. Most AMS platforms include merge tools; agencies should run deduplication reports at least annually and establish entry protocols that check for existing records before creating new ones.
Related Terms
Activity Tracking
Recording all agency interactions with clients and prospects — calls, emails, meetings, and tasks — within a CRM or AMS to maintain a complete contact history.
Producer Management
The administrative and performance oversight functions applied to licensed producers, including goal-setting, compensation plans, and production reporting.
Renewal Management
The structured process of managing expiring policies through outreach, remarketing, and negotiation to maximize retention and protect premium volume.
Agency Onboarding
The structured process of integrating a new client into an agency's service model, including data entry, welcome communications, and coverage review.