We didn't want to change everything we had done so well for decades. QuickBase gave us a solution that fits the way we need to work.
Trey Taylor, CEO
At Taylor Insurance Services (TIS), managing more than 85,000 insurance policies covering 50,000 people was more than the company's Microsoft Access database could handle. After switching to QuickBase, TIS has been able to make its data work for the company - not the other way around. The result was an immediate revenue boost of $120,000 in just one quarter.
Based in Valdosta, Georgia, Taylor Insurance Services (TIS) is a family-owned employee benefits and financial services firm with a focus on client service. With more than 85,000 policies to manage - and a modest IT budget - TIS struggled to wrangle its most important data.
The company relied on a Microsoft Access database to run its customer relationship management (CRM) process, but that system was overloaded, crashing constantly. Worse, each modification to the system required costly development work.
After evaluating alternatives like SQL and Salesforce.com, TIS opted to build a customized CRM on QuickBase. According to CEO Trey Taylor, QuickBase gave TIS the best opportunity to arrive at a solution quickly and maintain the flexibility to change on the fly as business needs change.
"Our system isn't overly complicated, but there are a few things that we need the solution to do a certain way, otherwise there's no point in having it at all," says CEO Trey Taylor.
To implement its CRM solution, TIS turned to QuickBase Solution Provider Sympo. Sympo president Emi Gwin says moving the company's historical data into QuickBase was critical to the project.
"When you are migrating from an existing system and you need to keep the data intact, you have to find creative ways to move data without losing the relationships. Trey had customers related to policies, claims, documents, notes, and more. It was a giant spider web that had to be moved without breaking it," says Gwin.
Once the project was completed, TIS was able to seamlessly manage data and documents related to its policies, claims, and payments - including 260,000 scanned policy images - all from one QuickBase app.
Because QuickBase is web-based, TIS field agents gained the ability to access policy data and customer information from anywhere on any device, eliminating the need to call the home office to track down the information.
And QuickBase's scalable architecture made it possible for TIS to store growing amounts of customer data without the need to invest in additional hardware. "They now have software that they can control, versus their old database which controlled them," says Gwin.
With all of its data stored, managed and accessible within QuickBase, TIS can now optimize policy, claim and payment data in ways it couldn't before. Not only can TIS track data down to the policy level, but with built-in reporting capabilities TIS can leverage that data to spot new opportunities. With better insight into which products its customers had (and had not) already purchased, TIS was able to drive additional revenues.
"As a benefits company, it's important that I know which products you've bought. If we sell six products and you've bought four, now we know which two products we should be offering you," says Taylor. "The reporting we can do in QuickBase led to $120,000 in additional premiums this quarter."
Not only have revenues gone up, but costs are down as well. Taylor estimates that inbound phone calls from field workers to office staff have been reduced by 21%, increasing productivity and reducing time wasted chasing single data points.
And now that it has found a trusted partner in Sympo, TIS can finally be done with the roller coaster of failed implementations that had plagued the company for so many years.
"We didn't want to change everything we had done so well for decades," said Taylor. "QuickBase gave us a solution that fits the way we need to work."
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