Dual Monitors Helps Insurance Agency Boost Productivity

When Robert Leski and Timothy Wittman, owners of the Leski Insurance Agency, decided to upgrade their computer systems last year, they were looking for ways to improve staff productivity and enhance their customer service functions.

After evaluating their workflow, Tech Experts recommended they employ a dual monitor solution as part of the agency’s technology upgrade.

Leski Agency uses an ACT! contact management system to keep track of all of their client’s policies and information.

When customer service representatives (CSRs) are quoting new business, or changes to customer’s existing policies, they will frequently need to refer to the information in ACT! in order to complete the quoting or change forms.

Before the dual monitor solution, the CSRs would have to toggle back and forth between screens. Now, ACT! remains active on one screen while the quote or policy change form is active on the other screen.

“We needed a way to streamline our customer service practices,” commented Tim, one of the agency’s co-owners. “Tech Experts showed us a dual monitor system that lets our employees look up information faster.”

The dual monitor solution was part of a larger technology refresh project the agency undertook last year. As part of the upgrade, Leski invested in a new, faster IBM eServer to store their customer data, documents and accounting information.

The agency also upgraded the staff computers to new Lenovo compact workstation computers. The compact workstation computers are about the size of a box of cereal.

“We really like working with Tech Experts,” Tim continued. “Technology changes every day, and it has become increasingly harder or small business owners to manage their computer systems. With the Tech Experts team taking care of our technology, I can focus on what our agency does best – taking great care of our clients.”

Leski Insurance Agency was founded in 1980 by Robert Leski, a now retired Monroe County Community College professor. The agency writes general lines property and casualty insurance, and specializes in the insurance needs of educators through the MEEMIC insurance company.

Local Insurance Agency Trusts Tech Experts For Computer Support and Network Maintenance

Personal insurance is a fast-paced, competitive business, particularly when your agency caters to clients that require a great deal of expertise. Providing excellent customer service requires quick access to customer information, policy data, and billing records, with little tolerance for downtime.

That’s why the Leski Insurance Agency trusts Technology Experts with its IT maintenance and support needs.
Robert Leski, a long-time area educator, founded the agency in 1980, focusing on the special insurance needs of school employees with MEEMIC Insurance. As the business has grown, the agency acquired a number of insurance companies to provide insurance to all of Monroe County.

“Our target clients are those who seek quality coverage at reasonable premiums, instead of those who are willing to leave themselves open to inadequate coverage to ‘save a buck,’” commented Mr. Leski. “We need a fast and reliable computer system that keeps up with our need to properly service clients.”

The company relies heavily on its computer systems. “We use our computers for all of our quoting of insurance premiums,” continued Mr. Leski. “We store all of our client information on our server, and having instant access to policy information is critical to providing prompt and efficient service to our clients.”

Leski Insurance relies on Microsoft Small Business Server technologies, implemented by Tech Experts. The networked system, configured with Microsoft Windows SBS 2003, provides agents and customer service representatives (“CSRs”) with access to local database information on client accounts, as well as e-mail communication with Leski’s main office.

All of the agency’s full time CSRs are licensed agents. They access the network and Internet services through local workstations, each configured with high-end APC battery backup units, both to protect client data, and allow employees to continue to service clients in the event of a power outage. The server and telephones are also on battery backup power systems installed by Tech Experts.

Client quoting is done through a combination of locally-installed, networked quoting software and specialized access to insurer’s secure agent web sites.

“Because we rely heavily on our computer systems,” commented agency assistant manager Melissa Cady, “we just can’t have any downtime. One of the things we like most about working with Tech Experts is their quick response.”

Mr. Leski does a great deal of agency management and accounting work at his home office, so it is important that his home systems run as efficiently as the systems installed at the agency’s office. Tech Experts implemented high-speed, firewalled Internet access, allowing Mr. Leski access to email and to perform web research.

“Our previous provider was too far away, which led to delays,” said Mr. Leski. “Tech Experts is always aware of where we are in our tech requirements. We’re very happy with their services and performance.”