NPS
Every call is worth something, for about an hour.
After that, it’s whatever someone remembered to type in. If they didn’t, the account only ever knows what got written down, never what actually got said.
A client calls in April about a fender bender they decided not to file a claim on. No one notes it.
In October, renewal comes up, the loss run looks clean, and the agent has no
idea the conversation ever happened — until the client brings it up first, annoyed they have to explain it twice.
Skipped once, it’s a gap. Skip it across a renewal season and the account is a policy
number with nothing around it.
LightspeedVoice makes the call happen. InsuredMine makes sure the hour doesn’t
run out.
LightspeedVoice rings. Before anyone picks up, InsuredMine surfaces the caller’s
Contact360 — Policy, Pipeline stage, the last few touchpoints, already on screen. The
agent isn’t asking who they’re talking to or scrambling to pull up the account
mid-sentence. If a new lead calls, InsuredMine prompts the producer to create the lead
in the portal.
After the call ends, a link to the recording lands in the account’s notes automatically —
no digging through two separate systems, no relying on someone to log it themselves.
Click it and it opens the recording in LightspeedVoice, right where the call lives.
Manually, that’s tens of thousands of individual log entries a quarter — automatically, it
just… happens at 60k+ calls/quarter.
Same number, same line quality, same calling and texting it’s always been. The call,
and the connection hasn’t changed. What surrounds it has.
The record doesn’t forget, even when people do.
A client doesn’t repeat themselves for a living. If they mentioned a claim, a rate
concern, a life change last time they called, they expect whoever picks up next to
already know it — and now, whoever picks up does.
A colleague stepping into a renewal mid-cycle doesn’t have to ask what happened last
time. An owner checking a renewal at risk doesn’t have to track down who took the
call. The record already knows — like the April fender bender showing up
automatically when October’s renewal gets pulled, instead of the client having to bring
it up themselves.
That’s the difference between a call that happened and a call the agency can still use.
