Changing Agency Management Systems? Here’s How to Make Training Work for You

Switching agency management systems (AMS) is never easy. Transferring agency data can be a heroic undertaking. But even more so, it requires a big commitment from agency staff to learn a new platform and adjust their workflows. 

Agencies cannot let the lack of time excuse derail their new AMS training plans. While it does require a significant initial time commitment, doing the appropriate training in the beginning will save your team exponential time in the long run.

Here are five steps on how you can improve AMS training in your agency:

1. Identify designated times for training: Attending training can be stressful as agents get distracted by the amount of customer work that is piling up while they are out of pocket. Designating mandatory training times can work. One idea: organize lunch and learns and bring in a catered lunch. 

You could also identify an hour each week, such as Friday from 11AM – 12PM, for training only. Staff can even use an out-of-office message during that time enabling them to stay focused on learning. Giving agents a space devoted to training will make it easier to have stress-free learning opportunities.

2. The objectives come right from the top: Agency principals must show that they value training. It’s also important that leaders realize that learning a new system takes time and can’t be accomplished in one session. Transitions to new tools require practice and refresher courses. And even if agents have a basic understanding of how a platform works, if they are not familiar with all of the features then they may miss out on additional capabilities for full efficiency.

3. Know before you buy: Before signing any new contract, ask about the platform’s training and customer success capabilities. How does the provider handle training? If you need additional sessions are there costs? If there is a problem, can the agent engage with a person? How long will it take them to get an answer? Make sure to select a system that meets your training needs and offers the type of support your staff needs.

4. Eliminate patchwork workflows: Often employees will start training, get frustrated with how long it takes, and will just try to figure it out themselves. This method leads to inefficient workarounds for processes the system can perform directly if only the person learns the platform. To make learning fun and encourage staff to not give up, use contests and games. For example, you could raffle off prizes for those who completed courses or assign points for training progress and have employees compete against each other.

5. Identify influencers in your agency: Is there an employee who really embraces the new system? Perhaps the person was a member of the team that researched different solutions and was part of the decision-making process. Identify the people within your agency who are really excited about the new technology. Ask them to be a resource helping others get adjusted to new processes and assisting with questions.