Insurance Agency Leverages Lightico to
Slash Turnaround Times by 80%

From 2 Weeks to 10 Mins
Reduction in Avg. Turnaround Time
85%
First-Time Completion Rate
High Customer Loyalty
Customer Loyalty
More than $25K
Agency Annual Cost Savings

Background

Affordable Medicare Solutions (AMS) is a health, Medicare, and life insurance agency making affordability and ease a reality for thousands of clients across the southeastern US. The company prioritizes client education and making insurance easier to manage.

Agents act as consultants for their clients to help them sign up for the most appropriate, affordable plans as easily as possible and annually review their plans. With the Medicare enrollment season coming up, the company’s president, Keith Nabb was looking to harness automated and instant digital tools to accelerate time to completion and improve the efficiency of Medicare enrollments.

As an agency, we want to ensure that we help our clients make the daunting process of Medicare enrollment as smooth and easy as possible. With Lightico, we’ve been able to transform a usually frustrating, time-consuming process into simple, quick finger swipes. Our clients are happier than ever and our agents can handle the enrollment season smoothly and efficiently.

Ann Wilson
Agency Manager, Affordable Medicare Solutions

Challange

A Daunting Enrollment Process

Legacy Channels and Siloed Processes For Collecting Forms and Signatures on Medicare Enrollments

AMS and its customers had a difficult time navigating the busy enrollment season with processes that relied on hard-to-complete email requests, time-heavy personal meetings, and bulky legacy systems. This period became both resource-heavy for AMS and burdensome for customers.

Moreover, because AMS primarily serves elderly clients, these processes became nearly impossible as clients struggled to understand and complete the heavy paperwork. Many customers were forced to use a relative’s scanner, printer, or computer to complete forms leading to customer frustration, slow turnaround times, high error rates, and low completion rates. To make matters worse, in some cases AMS agents had to physically go to the client to help them complete forms.

Once the paperwork was eventually completed, AMS’s admin team then had to rekey all of the information back into their Salesforce CRM — a tedious and time-draining task.

While AMS had previously implemented two different email-based eSignature solutions, their customers often didn’t have an email address, or emails went to spam. And, when they did get the PDFs, they were not mobile-friendly or easily fillable on a smartphone.

To ensure efficiency and ease of use for elderly clients, AMS needed a solution that integrated with their Salesforce CRM and allowed clients to complete forms quickly, easily, and remotely — while on the phone with an agent.

Solution

Easy, Instant & Guided eSignature Solution

After poor results with legacy email-based eSignature solutions, AMS implemented Lightico’s intuitive, mobile eSignature solution and saw dramatic improvements.

The solution enables AMS’s agents to collect information and signatures on Medicare forms via a simple text message sent to the customer’s mobile phone by the agent during a call. Using Lightico’s intuitive interface, customers can now easily complete and sign forms in seconds without waiting for emails, or using a printer, scanner or fax. Since adopting the technology, customers complete forms and signatures remotely within minutes from their smartphone or tablets at assisted living residents.

Agents and customer service staff no longer have to spend their valuable time chasing missing signatures, physically visiting clients or reworking incorrectly completed forms and then inputting them into the Salesforce CRM. They can concentrate their efforts on educating clients and making it as easy as possible for them to complete their paperwork.

Business Impact

Thanks to the speed and ease of use of Lightico’s real-time text messaging solution, over 90% of documents sent to customers via Lightico are completed by customers within 10 minutes of the initial request.

As a result, the enrollment process is more efficient, customers remain loyal and Affordable Medicare Solutions has strengthened its reputation as a leading medicare insurance agency.

The company is now looking into leveraging the Lightico Completion Cloud across other parts of its business.

What would have taken two weeks, now takes 10 minutes on their cell phone. Clients and referral partners love it - enrollment is no longer a daunting process.

Ann Wilson
Agency Manager, Affordable Medicare Solutions

Now More Than Ever,
Support Your Customers Remotely

Instantly collect eSignatures, forms, documents & payments