The First Connect Customer Journey is designed to guide agencies from initial interest all the way through long-term strategic partnership. Each stage includes a dedicated team, clear handoffs, and focused support to help agencies grow their business through the First Connect platform.
1. Day 0: Sign Up Team
When a lead signals interest, the Sign Up Team reaches out to learn more about the agency’s business model, goals, and operational needs. Their primary objective is to understand whether the First Connect platform is a strong fit and to help the agency begin the enrollment process.
Key Responsibilities:
- Explain platform value, key features, and convert leads into active users.
- Understand agency workflows and specific appointment needs.
- Transition agencies into the onboarding phase once they decide to move forward.
2. Days 1–60: Onboarding Team
Once an agency joins First Connect, they are assigned a dedicated Onboarding Account Manager. This period is focused on enabling the agency to successfully navigate the portal, submit business, and begin generating revenue.
The Onboarding AM's Role:
- Guide the agency through portal setup, navigation, and appointment access.
- Provide hands‐on support to begin submitting business and generating revenue.
- Drive toward the first submitted policy and achieving a Fast Start milestone.
3. Days 60–120: Success Team
At day 60, the relationship transitions to a Success Account Manager. Agencies who have written a policy and reported a Fast Start earn their way into this stage. The goal is to help agencies grow from initial production to consistent, diversified performance.
The Success Team’s Role:
- Support agencies actively selling and drive deeper adoption across more carriers.
- Help agencies optimize quoting and submission workflows for efficiency.
- Identify opportunities to expand and diversify the agency’s business on the platform.
4. 120+ Days: Strategic Team
Agencies outperforming peers or demonstrating high growth potential may be identified as Strategic Accounts. These agencies are assigned a Strategic Account Manager as they earn and maintain Rewards Program status (Silver, Gold, etc.).
Strategic AM Responsibilities:
- Provide long‐term consultative support and help diversify books across carriers.
- Offer guidance on complex workflows, optimization, and scaling for growth.
- Manage territory‐based portfolios and support agencies in the Rewards Program.
Support Team & Agency Ops
Throughout the entire lifecycle, the Support Team and Agency Operations Team partner with Sales, Onboarding, Success, and Strategic teams to ensure agencies receive consistent, reliable service.
Essential Backbone Support For:
- Platform troubleshooting and resolving operational issues.
- Managing appointment status and carrier access requests.
- Providing process support, answering operational questions, and handling escalations.