Coverdesk Supercharges Virtual assistant Management
A New Approach to Virtual assistant Management Optimizes Client Service
About Coverdesk
Coverdesk focuses on empowering independent insurance agencies to flourish in today's world. They achieve this by providing access to a team of highly educated virtual assistants in the Philippines. Cover Desk offers the perfect blend of expert support and budget-friendly solutions to free you up and focus on growing your agency. Cover Desk offers a powerful solution for independent insurance agents in the US and Canada. A team of 1,000+ highly educated virtual assistants, based in the Philippines, combines personalized service with cutting-edge technology to free you up for what matters most - growing your business.
Problem Statement
The management of VAs, specifically the billing and payroll aspects, posed difficulties for an Insurance VA and operations service provider. Most of their VAs were situated in the Philippines, while the business owners were based in the USA. This geographical distance made the translation of requirements into a Salesforce solution a cumbersome task. The service provider had to contend with the complexities of managing multiple third-party distributed systems and integrating them to establish a comprehensive system infrastructure. This added to the complexity of the project and required a significant amount of time and resources to overcome. Ultimately, the service provider had to find innovative ways to overcome these challenges and ensure that their VAs were effectively managed, resulting in a more streamlined and efficient business operation.
How Aekot's Salesforce Solutions Optimized Virtual Assistant Management
In response to the difficulties faced by the service provider in managing their VAs, our team took on the task of configuring various Salesforce tools. We utilized the Salesforce sales cloud, Digital Experience Cloud, and the Salesforce Platform License to improve internal employee communications. To facilitate VA onboarding, time and payroll management, and enable VAs to track and report their daily action items, we configured the Salesforce Digital Experience. By utilizing analytics and custom screens, we provided managers with real-time insight into team availability, enabling them to plan more effectively. Through these efforts, we were able to address the challenges faced by the service provider, resulting in a more efficient and streamlined management system for their VAs.
Outcome
Our efforts in configuring Salesforce tools to improve VA management resulted in a streamlined process and more efficient infrastructure for the service provider. With our solution in place, the communication and productivity of the service provider's team improved significantly, allowing them to devote more attention to delivering high-quality services to their clients. By utilizing the Salesforce Digital Experience, VA onboarding, time and payroll management, and action item tracking became more accessible for VAs, reducing the workload for managers. The real-time insight provided by the analytics and custom screens also helped managers to plan and delegate work more effectively. Overall, our solution enabled the service provider to overcome the challenges they faced and improve their operations, resulting in a more efficient and productive business operation.
The Aekot Team meeting the Coverdesk Team
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