New Business Onboarding

OS165 Momentum Recommended Process This is our preferred, tested workflow to ensure accuracy and efficiency in Momentum AMS.

Overview

The new business onboarding workflow in Momentum AMS is designed to create a strong first impression while ensuring all client and policy information is accurately set up and communicated. This process builds trust, establishes clarity, and sets the tone for long-term customer relationships.

Workflow Goal

Provide new policyholders with a professional, consistent onboarding experience by delivering welcome materials, reviewing coverage, capturing communication preferences, introducing digital tools, and confirming account setup.

Step 1: Prepare Customer Welcome Package

Purpose: Create a professional, personalized welcome package that educates and reassures new clients.

AMS Steps:

Go to Policies and filter for policies bound in the last 7 days.
Prioritize personal lines, small commercial, or high-touch accounts.
From the Policy record → Documents tab → Files, gather key documents such as:
- Declaration page or binder
- Claims contact info sheet
- Agency welcome letter or brochure
- Online account setup instructions (if available)
Add optional inserts like a referral card, review request, or cross-sell checklist.
Save as a secure PDF for email, or prepare a physical package for mailing.
In the Insured record → Notes, document:
“Welcome package sent to [Insured Name] on [Date] – includes referral and review links.”
Tag: “Welcome Sent” or “Onboarded.”
Create a follow-up Task to check in within 30 days.

Step 2: Review Policy Coverage with Customer

Purpose: Build trust by offering a policy review session to ensure clarity on coverage and identify cross-sell opportunities.

AMS Steps:

From the Insured record, go to Policy Details.
- On the main Policy Details page, you can review:
  - Coverages
  - Deductibles
  - Endorsements
  - Effective/expiration dates
For more granular information, go to Insured Items.
- This displays details for individual coverages (e.g., specific vehicles, properties, or scheduled items).

Tip: Use the **main Policy Details page** for a quick summary of the policy. Switch to the **Insured Items tab** if you need to drill down into item-level coverage specifics.

Print or export the dec page for discussion.
Schedule a call or meeting with the insured to review inclusions, exclusions, and FAQs.
After the review, log a Note:
“Policy review completed with [Insured Name] on [Date] – discussed [topics].”
Attach annotated documents if applicable.
Tag: “Policy Review Complete” or “Cross-Sell Opportunity.”
If changes are requested, trigger the Endorsement workflow or set a follow-up Task.

Step 3: Record Customer Communication Preferences

Purpose: Improve long-term satisfaction by capturing customer communication preferences early.

AMS Steps:

During the welcome call or email, ask the insured about their preferred method of communication (phone, email, or text), frequency of updates, and billing/renewal reminders.
Go to the Insured Profile → General → journal (or Custom Fields) and record:
- Preferred contact method(s)
- Best time/day to reach
- Special instructions (e.g., “Call spouse first,” “Only after 5pm”)
Apply tags such as “Prefers Email”, “Prefers Text”, or “No Texts.”
Add an Alert for unique instructions that should pop up for team members.
Confirm with the customer via email or text:
“Thanks! We’ll make sure all future communication follows your preferences.”

Step 4: Provide Digital Introduction to Customer

Purpose: Strengthen engagement and reduce service calls by introducing clients to digital tools.

AMS Steps:

Identify available platforms (e.g., client portal, mobile app, billing/payment system, certificate request forms).
From the Insured record → Actions, click Create User.
Customize the message with setup instructions, screenshots, or tutorial links.
Add a Note:
“Digital tools email sent to [Insured Name] on [Date] – includes portal/app links.”
Tag: “Digital Access Sent” or “Portal Invite.”
If no login occurs within 7 days, create a Task for follow-up via call or reminder email.

Step 5: Set Up Customer Account

Purpose: Ensure all customer and policy data is configured correctly for future servicing and billing.

AMS Steps:

From the Insured record → Details tab, verify:
- Full legal name (include business entity if commercial)
- Mailing and billing addresses
- Phone numbers and email addresses
- Authorized contacts (e.g., spouse, business partner)
Confirm billing setup in the Policy record → Billing section:
- Direct bill, agency bill, or premium finance
- Payment frequency and invoice delivery (paperless or mailed)
Save and confirm by running a test invoice or generating a billing confirmation.
Add a Note:
“Customer account setup completed on [Date] – verified billing and contact info.”
Tag: “Account Verified” or “Setup Complete.”
Send a confirmation message:
“Your policy has been activated and all information is now confirmed. Please contact us if anything needs updating.”

✅ Final Thought
A consistent onboarding workflow ensures your agency makes a strong first impression, builds trust, and lays the foundation for long-term client relationships. By combining Momentum AMS documentation, communication tracking, and digital engagement tools, you create a seamless customer experience from day one.