Reputation Management

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

Overview

Reputation management is more than review collection — it’s about monitoring customer sentiment, responding thoughtfully, and using insights to strengthen agency operations. Momentum AMS and CRM together allow agencies to track reviews, respond promptly, and log all related activity for visibility across the team.

Workflow Goal

Ensure that customer feedback is consistently monitored, recorded, and acted upon. Proactively request reviews at the right times, respond to feedback appropriately, identify improvement opportunities, and track satisfaction through surveys.

Step 1: Monitor Customer Feedback

Purpose: Stay informed of customer feedback across online platforms and log it into AMS.

AMS Steps:

Go to the insured’s record → Notes.
Add a Note: “Received [Positive/Negative] review from [Platform] on [Date] – response submitted.”
Apply relevant tags: “Review – Positive” or “Review – Needs Response.”
To review all feedback at the agency level, go to Miscellaneous → Notes History and filter by date, type, or user.

Additional Actions:

Monitor platforms such as Google Reviews, Yelp, Facebook, BBB, or LinkedIn.
Set up alerts using Google Alerts or review management tools like Birdeye or Podium.
Share notable feedback internally with the relevant department.

Step 2: Solicit Customer Reviews

Purpose: Proactively encourage satisfied customers to leave public reviews.

AMS Steps:

From the insured’s record → Notes → Add New → Send as SMS, include a review link (Google, Yelp, Facebook).
Add a Note: “Review request sent to [Insured Name] on [Date] after [Event].”
Apply tags: “Review – Sent” or “Review – Requested.”

Additional Actions:

Trigger review requests after onboarding, renewals, endorsements, or positive claims resolutions.
Use email, text templates, or QR codes for in-office requests.
Track request-to-review conversion rates using CRM reporting.

Step 3: Handle Customer Feedback Responses

Purpose: Respond promptly and professionally to feedback while keeping a full audit trail in AMS.

AMS Steps:

Go to the insured’s record → Notes.
Log the response: “Responded to [Positive/Negative] review from [Platform] on [Date] – resolution: [Resolved/Pending].”
Apply tags: “Review – Resolved”, “Review – Escalated”, or “Review – Trend.”
If escalation is needed, create a Task for a manager or CSR.

Additional Actions:

Respond to positive reviews with gratitude and specifics.
Address negative reviews with professionalism, offering to continue offline.
Track trends using reports or internal dashboards.

Step 4: Identify Areas for Improvement

Purpose: Use feedback data to improve operations and service delivery.

AMS Steps:

Pull all Notes with tags like “Review – Needs Response” or “Survey – Results Reviewed.”
Summarize findings and log them as an internal Note:
“Feedback review held on [Date] – focused on [Issue] with action plan initiated.”
Apply tag: “Feedback – Process Improvement” or “Ops Review – Feedback Based.”

Additional Actions:

Group feedback into themes such as Billing, Claims, Communication, or Onboarding.
Review feedback patterns during monthly operations meetings.
Assign Tasks or projects in AMS/CRM to track improvement efforts.

Step 5: Assess Customer Satisfaction

Purpose: Use structured surveys to gain insights into customer experiences.

AMS Steps:

Go to insured’s record → Notes .
Add a Note: “Survey sent to [Insured Name] on [Date] – results logged.”
Apply tag: “Survey – Sent” or “Survey – Results Reviewed.”

Additional Actions:

Use survey platforms like Google Forms, SurveyMonkey, or Typeform.
Include questions on satisfaction, claims handling, communication, and NPS (Net Promoter Score).
Trigger surveys after onboarding, claims closures, or periodically for high-value clients.
Analyze results in spreadsheets or dashboards and present findings to leadership.