Outsourcing Overview
Input 1 is the premier outsource service provider for the property/casualty premium finance industry in the United States. The way we think about relationships is just as important as executing properly. In our experience, you can't execute if you don't understand your customer and make sure your customer understands you.
Our Philosphy on Outsourcing
We have been providing back-office solutions to premium finance companies for more than 25 years. During this time, our clients have run the gamut from federally chartered banks to local insurance brokers and every type of entity in between. Input 1 consistently makes investments in the education of our people and advancement of our technology to ensure that our service levels are outpacing the industry. Hold times and abandoned rates in our call center are always in our focus. We are constantly improving our client-facing technology which enhances the online customer experience for those we service. Our entire servicing staff participates in mandatory education covering existing and new software features as well as insurance industry education. The better our people understand what they are doing and the tools at their disposal, the higher the quality of service that we deliver.
We believe that an educated customer is a better customer. When we build an outsourcing platform for a customer we discuss not just what services we provide and what services the customer wants. We learn our customers' business. What makes their customers choose them. What do their competitors do well and what can we learn from that. What will make our customer's product so good that their customers won't want to leave. This is how we add value.
How it Works
We start outsourcing relationships by listening. Outsourcing is not a one-size-fits-all proposition. The executive team of every company has their own vision of what they want and how it should work. Moreover, they know what makes them different. What makes them better. It is critical that we are aware of these elements. Once we believe we have a clear understanding of our customer's goals, we propose a set of services that responds to those goals. Price, term and start date are established and a contract is executed. The servicing platform is then built out and the servicing center goes on-line at the start date. Start dates can range from 30 to 180 days after contract execution depending on the depth of customizations and how much testing is required.
The Relationship
Once the servicing center is running, we take a very hands-on approach. Regular conversations with management occur - in the early stages, this can be as often as daily - ultimately yielding to weekly and sometimes monthly depending on the customer desires. We communicate end user praise or disatisfaction to our customer and we discuss how to handle it. We aren't bashful. Direct and transparent communication is how a relationship built on a good foundation stays that way. Because our software is completely web-based, our customer sees everything we do - in real time. If they want, our customers review new business production and cash posted daily. They can view memos about customer dialog as soon as a call ends. They can view overall production and business performance metrics minute-by-minute for today, the month, the quarter and the year and compare those figures to last year. All on line and all immediately.
Click here for a standard set of services we provide.
Contact Us to learn how the right philosophy and a committed approach can work for you.