Learning the new SinglePoint: we got you covered
Focus group of agents, carriers help shape training plan
In August, we solicited the advice of a number of local independent agents and carrier reps. We gathered two different groups in the Boston Software conference room on two different weeks and presented them with a question: How can Boston Software properly train all the agents and CSRs on the new SinglePoint?
As you may have guessed, this rollout will be a big challenge for us. We are a small business and thus our resources are somewhat limited. And even though there will be a transition period during which both WinRater and SinglePoint will be available to agents, this is a pretty short window of time to get agents set up and comfortable using new technology.
Each focus group was made up of 8-12 agents or representatives from carriers. Each session was lively and opinionated. The consensus: the new SinglePoint is very similar to WinRater and thus agents should be able to pick up the new workflow pretty easily. Don’t make the switchover bigger or more stressful than it needs to be. Provide clear, concise instructions aimed at both novice and power users. Use video or slideshows to explain the workflow and step users through setup requirements. Offer some “live” trainings and/or webinars to follow up. Provide tips and brief instructions within SinglePoint itself so users can quickly find answers. And have a competent support staff (at Boston Software) to answer questions and resolve pesky issues.
So … that’s what we plan on doing! Look for more specific information, including slide shows and videos as we get closer to the release date in November.