Continuity
Nothing important gets dropped.
Before the sale, that means the callback in three months is remembered by the organization rather than by one producer. After the sale, it means the policy enters a timeline instead of a folder. Both run on the same record.
Lead memory
The organization remembers, not one producer.
“Call me in three months” is worth money and usually lives in someone's head. Park and wake-up puts the date on the record, so the lead comes back to the surface on the day it should.
Every lead keeps a permanent count of dials and laps and the last time it was dialed, from every path that places a call. A lead that picked up on an earlier lap stays visible and is skipped, not hidden.
- Park a lead with a wake-up date instead of a note nobody reads.
- Callbacks and reminders through Atlas, in plain language.
- Needs-human flags for anything the system should not decide alone.
- Lead groups that never lose the source they came from.
After the sale
The sale is the start of the record.
The customer-care schedule runs the touches that keep a policy on the books: welcome, delivery follow-up, the 30-day check-in, birthdays, anniversaries, annual and beneficiary reviews, and the referral ask.
Service requests land in the servicing queue with the client's history attached, so nobody has to ask the client to explain their own policy back to them.
Persistency
A book that is drifting, visible before the lapse notice.
Persistency and policy health track against the same policy record as the sale, so retention is measured on the thing that was actually written rather than on a separate spreadsheet.
When commissions are advanced, a policy that lapses early can come back as a debt. Retention is a finance function, not a courtesy. Policy status pulled directly from carriers is on the roadmap as exploring; today the book is maintained in Evrment.
What this is made of
Every part, with the status it really holds.
Continuity is several capabilities working on one record. Here is each one and where it stands.
Needs-human flags, park and wake-up
"Call me in three months" is remembered by the organization, not by one producer.
In daily useCustomer care, referral, birthday and policy-review automation
The touches after the sale run on a schedule instead of on memory.
In daily useBook of business, policies and the servicing queue
The sale is the start of the record, not the end of it.
In daily useContinuity: persistency and policy health
What stays on the books, tracked against the same policy record as the sale.
In daily useClient portal
Policyholders see their coverage and reach you without a phone call.
In developmentCarrier data feeds
Policy status pulled from carriers instead of typed in.
Planned
The economics
Unnecessary loss destroys value twice.
Acquisition is the most expensive thing an agency does. A policy that falls off the books costs the chargeback and the acquisition you already paid for — and the client is harder to win back than a new one is to find.
Post-sale touchpoints run on a schedule rather than on memory
In daily usePersistency and policy health against the same policy record
In daily useChargeback matching in the ledger
In daily useA client portal with your name on the door
In development
Retention is marketing
The cheapest next opportunity already trusts you.
Policy reviews, anniversaries, beneficiary reviews, birthdays, referrals, education and service are acquisition as much as retention — and unlike a new lead, the relationship is already paid for.
The customer-care schedule after the sale
In daily useReferral, birthday and policy-review automation
In daily useReactivation surfaced before the next dollar of new spend
Planned
One record, every module
How it fits the rest of the system
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