CUSTOMER
PROFILE
Fenner & Esler Agency, Inc. is a privately held boutique insurance
brokerage and risk management organization that has specialized
in providing professional liability insurance and risk management
to architects, engineers, surveyors and environmental firms throughout
the United States for more than 45 years. Our design clients range
from those ranked in the ENR 100 down to the single person studios
with a broad range of disciplines represented. Our firm is honored
by its status as the Commended Insurance Provider to
both the AIA – Pennsylvania and Pennsylvania Society
of Professional Engineers [PSPE].
THE CHALLENGE
A new engineering client [one of the country’s largest]
needed 800+ certificates issued in a matter of days. They had
multiple named insureds corresponding to the various offices
around the country with diverse limits profiles. We had the
800 certificates in Microsoft Excel format, with 12 different
variations. I approached our internal “agency management”
systems provider who told us that they could not provide “upload”
capabilities from an Microsoft Excel format. [This is a nationally
known software vendor for insurance agents. They actually went
further and said that they could probably do it, however it
would be a custom application and would cost us $12,000, plus
it would take roughly 6 weeks to complete.] That wasn’t
a practical solution to our needs.
THE SOLUTION
We have been doing business with CertificatesNow since they
started. I know we are by no means their largest client. When
we reached out to Ebix BPO, their Customer Support responded
with a “no problem, we can handle this request”.
When I asked if it could be done in 48 hours, they again responded
with “no problem.” The best part is that they delivered
on their promise and I have a client who views our use of this
technology to solve their problem as “cutting edge.”
[Not to mention that they want to explore using TrackCertsNow
as an internal risk management alternative for their sub-consulting
exposures.] It’s a powerful product for brokers both large
and small.
THE RESULT
By selecting Ebix BPO as their partner, Fenner & Esler has
successfully outsourced the certificate issuance process resulting
in the timely transition of a client from the old broker to
our brokerage. Our efficiency through this process immediately
answered the question of our ability to address their “service
standards.” In fact, we now have become the de facto service
standard that any other competition needs to live up to.
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