Ecrm
Steps to verify a customer in ECRM
1. Name / DOB / phone # / mailing address (any 2)
2. Authenticate
How do you list a customers name ?
Last , first
Customer calls to purchase insurance for the first time
Acquisitions
You offer this on every call
DSS
Who is on the team ?
Hey y’all
How many ways to access customers bill
3
How do you create a change in necho?
2 for changes
Customer calls to add RV
Agent
When customer has 2 or more vehicles with us
MLC
This coverage covers you of you and your vehicle were involved in an at fault accident
Bi /Pd
How many ways to access NECHO
2
What is CANLT ?
Cancellation ! Pay your Bill
Customer calls : I just purchased insurance 2 days ago and I need to add on another car
Retention II
When customers vehicle is safe
VSD
Who eats chipotle the most on the team ?
Scottlyn / Samantha
When do you fill out the call tracker
On every call
Number of ways to take payment ?
F5- 8 for payments
8 for payments
Main screen -23
Customer calls to add on PAP
Agent
Increments of AFD
3 years
6 years
10. Years
Who is more than likely to ask alot of questions and Therese's name wrong?
Ms. Denise
What does ECRM stand for ?
Echoes create room monsters . Free point . I don’t know
Necho is frozen
CTRL key(hold down for 3 sec.)
Police officers calls to verify coverage
Hang up ................. No haha
PRO100386
How many discounts does Statefarm offer
19 (depending on state)
What floor did we sit on in the building and what side ?
19 - west