New contact when integrated with contact management system

If a new customer calls to add a new driver to a personal auto policy, the agent creates a new contact for the customer in PolicyCenter.

The default integration does not immediately push all newly created contacts to the contact management system. When you create a new contact in PolicyCenter, the integration pushes that contact to the contact management system after that contact is associated with an account with a bound policy. This process avoids cluttering the contact management system with prospective customers. The prospective customer remains in the PolicyCenter internal address book and can be used again if the customer calls back.

You can also check for duplicates to make sure that the contact is not already in the contact management system.

In the base configuration, if PolicyCenter finds duplicate contacts, you can select one. The selected contact replaces the new contact, and the integration links that contact to the contact management system regardless of the state of the policies on the account. Any contact information for the new contact is overwritten. Alternately, you may decide that this is not a duplicate and add the new contact.

For example, a prospective customer calls to obtain a personal auto quote. The customer service agent creates a new contact with a new account. Then the agent starts a personal auto submission on the account. The agent quotes the policy. The customer is not ready to buy the policy, and says she will call back later. Any newly created contacts associated with the account remain only in the PolicyCenter internal address book. A week later, the customer calls back and says she wants to purchase the policy. The agent binds the policy, and the integration pushes the contacts associated with the account to the contact management system.