Step 3 · The Customer Journey
What happens when someone contacts us?
Who responds, and how quickly?
Here is the path from a first search to a policy decision. The human roles and the five-minute acknowledgment during staffed hours are proposed, to be confirmed by the team. Click any step to read more.
After hours
Outside staffed hours, we will be honest about it. A message will be returned the next business day — we will not pretend someone is standing by when they are not. The exact after-hours message and process are to be confirmed below.
Plain-English measurement
We use simple words so everyone knows what each number means.
- Inquiry
- Someone contacted us.
- Qualified
- The team confirms it is a fit worth pursuing.
- Quote
- An available option was offered.
- Policy
- The agency confirms coverage is bound.
Automatic organization and follow-up
We plan to organize inquiries and follow-ups automatically in the agency's existing platform. This is a planned implementation — it is not already connected. We will set it up as part of this work, and we will say clearly when it is live.
Let's decide together
No historic staff assignments are preselected. You choose the people.
Decision for this step
Still to decideMark where this stands in our meeting. You can change it any time without losing your notes.