I come on this site every now and then. All I hear is negative. Let's talk about the innovative vision of ECRM. Our business is all about relationships. Our cutting edge software is enabling us to track customer preferences and offer the personalized marketing solutions.
The best part is the software is affordable and the agents love it!
Enterprise C-ap Robot Memes
You will get used to the system.
Ecrm is a steaming hot pile of dog sh–! Its down half the time and is about as efficient as a politician.
Executive movement/shifts. Some areas are celebrating. Ecrm? Hmmm. Just ask claims.
Was there a leadership shakeup at the exec level?
Have faith in what is being delivered. It will be gloroious and great.
Already report to her.
Yes! Wonder when the other execs will report to the her. Or do they already?
My boss says we have new leadership over experience and it will get better. Thank goodness!
Ecrm down again this week. At least we got the weekly leadership memo, this time from VP of Digital telling us about his affinity for making hot sauce. It is obvious that ceo has directed the other leadership team to send out an “inspirational” memo, but some of the content so is so inane it has to be deliberately done out of protest, or they are just entirely tone deaf.
New leader of experience will showcase what delivering experience really means in ecrm. Good things ahead
These clueless leadership mo–ns don’t even know how bad the systems are.. they have been down 64 days this year.. can u do your job effectively, or does it create a good impression when you have to apologize to customers one day a week for the subpar customer service?
Unfortunately the culture ingrained of not reporting negative information severely inhibits management from knowing the hell goes on. ASL are afraid to tell their via..complainers don’t get promoted.
This aged poorly. It's been nothing but problems as evidenced by today's system blackout.
I WISH I FELT THE SAME WAY, I THINK THE IDEA IS PRETTY NEAT DUE TO ALL THE INFO YOU CAN PLUG IN BUT ITS NOT EASY TO MOVE AROUND WHEN YOU'RE NEW. THERE SHOULD BE DIFFERENT PHASES THAT HELP YOU USE IT SECTION BY SECTION.
No they don't.
@4qafr—Enterprise Customer Relationship Management
What does ECRM mean?
It only not save the company, it will hurt sale. ECRM makes simple become complicated.
Takes so many steps to complete one simple task. The whole thing is bad. 1. No insurance knowledge.
Remember simple is beautiful and efficiency.
I'm a customer and SF retiree. I had a IFR with my agent the other day and couldn't believe my eyes when I saw an ECHO screen. What has the Systems Leadership been doing for the past 20 yrs? My god, it's 2019 and you're still running the Necho band aid.
Why didn’t they just update ABS instead of spending money and time on a system that complicates rather than simplifies?
But what do I do if I fall off a roof?
ECRM is pure garbage. Its interface is not user-friendly and it's not ready "out of the box," which makes it frustrating for agents to actually do things within it. When looking for something that is readily available in ABS, they come to find out it isn't available. Every time they fix or add something, it almost always gets wiped out by the next update. Add to that the frustration of dealing with buggy apps for auto and life and the job just becomes more difficult.
While I will not comment on most of your stuff below. I will say thank God for good agent staff. They mostly alone make the difference and most of the money for this company. Thank you!!!
I am a team member in an agents office, and I know for a fact that our customers care more about the customer service and the value that State Farm provides, rather than price..with all other factors being equal. That fact is most likely supported by the fact that I make it a point to remind every customer that I speak with, that whatever issue that they may be experiencing, they know each one of us personally. They know that when they call us, whoever picks up the phone will know them, and have a genuine concern for their concern. Most of my customers I know by the sound of their voice. There is no amount of money saved that can replace a valued relationship that has been forged by nothing but the phenomenal customer service that State Farm is known for. State Farm is an amazing company in so many ways, promoting the value that State Farm brings is beyond easy. Also just for the record...State Farm is on average and has been consistently a low price leader in rates across the board in all lines of insurance. If you're not promoting the discounts that are inherent in having multiple lines of insurance with State Farm, maybe that's why your customers are only seeing a price. and not the value. Also when you explain to a customer the difference between a mutual company and stock company, the individual ownership in State Farm, how they are not only a customer but owner in State Farm, the premium becomes less of a price and more of an investment, The dividends that State Farm pays back to policyholders from profits help to forge the gap between "us" (the average joe) and "them" the big, bad, insurance company, swimming in money without a care in the world for "us" and only want our money. To the truth, that State Farm is an all-cash company. They don't have a single pen financed. This shows the commitment to our customers to always the means to fulfill our promise to them first, Secondly, name another insurance company that overpays claims by an average of 4 % and until about 8 years ago, consistently paid dividends, The did this for many, many years. Also, we give our customer credits that can be converted to cash just by paying their mortgage or vehicle loans through State Farm Bank. I won't even go into the benefits of banking with State Farm, we will be here all night. The point is this. if you don't believe in the company that you are trying to promote, your only hurting State Farm. Price may be a factor in who we choose for insurance; However, if it's your customer's primary deciding factor, then the agent or team member has not done a good enough job in pointing out what makes State Farm different and most importantly demonstrated the COST OF NOT HAVING STATE FARM. They have not asked the right questions to find out the most important motivation for any person, what is the cost that you are willing to invest to protect what is important to you, bottom line how much is peace of mind worth to you? How much is that first realization after a catastrophic event, that you are protected? You know for sure that when millions of people are affected, and that company who saved you a few dollars, in unreachable because all phone lines and internet service is down, State Farm will still be there, because we live your community, we go to your church, we are a State Farm Family and we care for one another. We are experiencing your struggles, and we understand your situation, This isn't just a job to State Farm agents and staff, its a commitment to all of those we have made a promise to protect with the best coverage for the lowest premium, That is just a few things that separate State Farm from every other insurance company in the world.
It will take 3 years to get ecrm on par with what p+ and abs can do now. State Farm drank the koolaid trying to save money on server space. Competing insurance companies all using Salesforce for their lead and insurance info? Conflict of interest. Ecrm p--ped the bed.
It will take 3 years to get ecrm on par with what p+ and abs can do now. State Farm drank the koolaid trying to save money on server space. Competing insurance companies all using Salesforce for their lead and insurance info? Conflict of interest. Ecrm p--ped the bed.
OP Cutting edge software? Hmmm is that the one we spent billions on and didn’t get squat for? Right that genius move that the Systems Leaders made and then didn’t have enough wits to stop it before it ran us into the ground. Cutting edge. Right.
Everyone is waiting for State Farm to get it’s head out of its rear and stop spengng money on and trying random crap.
Don’t know wha the argument is all about but from decades in claims I can tell you agency is not the problem. Distribution system is a little archaic but most agents are trying like hell to sell and service. Most not all. They have no say in premiums and can only try to calm down upset customers.
It’s the id--ts running operations killing the company. Check a box mentality and meaningless metrics in claims. Experience leaving left and right being replaced with employees 50% of whom will leave in 6 months.
By the time the dust settles the id--ts will be gone with their millions leaving some poor schmuck to try and fix it.
Well, I see there are a couple of agency positions located very close to you, why not apply for one and score some of this easy money. Maybe you will get accepted this time around.
The numbers are straight from compensation. Most likely you are below average. I said gross. Your continued ignorance is on full display.
First of all it is not 10 x average. Second, don’t confuse gross with net. What B-school did you flunk out of dipshit.
The average SF agent gross is 10 times average employee compensation. Highest paid agents make 50 times the average employee pay. You could pay for some more Hubs with that kind of differential.
Shiiiiiiiiiiit, State Farm would have to build 2-3 additional hubs minimum to staff for the service load of taking care of all the policyholders without agents, what the hell are you smoking. Factor in the loss of a high percentage that pay the State Farm premium price for the ability of interacting with an agent and that would be the final nail in the coffin.
Upset policyholders from Gieco and Progressive just leave and come back to State Farm that’s why there lapse cancel ratio is in the 30+% area. Unfourtunately we are heading down the same rabbit hole providing less than average claims service letting service first shops adjuster and determine claim damages, exorbitant rates, delayed underwriting requests and turn around times.
The Defined Benefit Plan is going to be frozen. It was in the structure study 18 years ago.
ECRM is a Toilet to many links and hard to navigate. Did we really pay someone for these system
Gieco and progressive reps have no vested interest in keeping customers around its a hamster machine logging off to go to bathroom for five minutes. We have customers that have to go thru a voice mail system that takes 10 minutes to get to the correct rep.
Also they don’t have a Pension Plan that needs 1billion in funding every year. KILL THE PENSION!
Who do the upset policyholders at GEICO and Progressive call? If that is your argument for agent value it is really weak.
If the Agents and there Teams weren’t here, it would be ten times worst. Who do you think has been getting hit head-on with all the upset policyholders.
Very true. I see a lot of posts on here about how underworked and overpaid agents are. But it's really hard out here now. We used to be the envy of the industry, but we now have more failures and resignations than success stories.