Customer Experience
5 Minute Read
Date Published:
By: Bob Bardwell
Customer Experience
5 Minute Read
Date Published:
By: Bob Bardwell
As we start the new year, goals and success are top of mind, and I have the honor of overseeing a team that supports agents in their success all year long. Our Agency Customer Success team is here to help with adoption support, quarterly business reviews, and innovation workshops designed to help create better partnerships and an awesome customer experience.
Let’s meet the team that can get you started with meeting your digital connectivity resolutions in 2024 and beyond.
How do you help Ivans’ customers?
As a member of the customer success team at Ivans, my primary role is to ensure our customers get the most value from our solutions. I work to be a trusted partner for our customers, ensuring they are not just satisfied, but thriving with Ivans products and services.
How long have you worked at Ivans and in the field?
25 years between Applied and Ivans.
What made you decide to go into customer success?
Customer success is a field that aligns with my passion for helping people and building relationships. I have the opportunity to assist our clients by educating them about Ivans while helping them achieve their goals of success as well.
Can you tell us a little bit about your personal and/or professional background?
Working for Applied/Ivans over the years has been a rewarding experience. I’m thankful to be a part of the insurance world.
What is your hope for customers as they work with Ivans?
My hope for our customers is to find working with Ivans to be a positive experience. I want them to know that we are fully invested in their success, and they can rely on us as a trusted partner, not just a vendor.
How do you help Ivans’ customers?
By maximizing their use of download within Ivans Exchange™ in their management system.
How long have you worked at Ivans and in the field?
I’ve worked at Ivans since 2016 and helped to build the Agency Customer Success Team, which previously was the Ivans Connections Team.
What made you decide to go into customer success?
I started work at Applied in 2003 in support, and I enjoy helping agencies. My background was always Interface, so when the job for Ivans opened up to assist with agency download, I was all in!
Can you tell us a little bit about your personal and/or professional background?
All I’ve ever known is working for Applied/Ivans; I’ve grown up here! Both personally and professionally, and there is nowhere else I’d rather work.
What is your hope for customers as they work with Ivans?
I want them to have a full understanding of Ivans and use this as a benefit in their role of insuring their customers.
How do you help Ivans’ customers?
I help agents by maximizing their use of Ivans Exchange and receiving downloads in their management system.
How long have you worked at Ivans and in the field?
Seven years.
What made you decide to go into customer success?
It was a great transition from my prior job with another company. I have always worked with independent agents.
Can you tell us a little bit about your personal and/or professional background?
I have been an underwriter and a broker, I have worked for an association, and now, I work for Ivans. I also facilitate industry discussions through AUGIE Group.
What is your hope for customers as they work with Ivans?
I want them to understand that Ivans customers are not just carriers. Our agency customer success team helps when they have questions about their download or Ivans.
How do you help Ivans’ customers?
By providing education to agents about the Ivans Exchange platform, as well as reviewing their download reports and providing guidance on potential next steps.
How long have you worked at Ivans and in the field?
Three years.
What made you decide to go into customer success?
It was a great way to parlay my previous experience of working with Independent Agents.
Can you tell us a little bit about your personal and/or professional background?
I have been an underwriter and an agent, worked for an association that helped develop content for Ivans, and now work for Ivans.
What is your hope for customers as they work with Ivans?
I want the agents to realize that they are our customers, too, not just the carriers. And that there is a team that is dedicated to making sure they have a successful Ivans download experience.
How do you help Ivans’ customers?
I work directly with the agents and vendors to create an agency’s Y account so they can receive downloads. This includes educating agents about Ivans and the Ivans Exchange platform they use to manage & and troubleshoot their downloads.
How long have you worked at Ivans and in the field?
Four months at Ivans, but over 20 years as a licensed insurance agent with a firm understanding of systems and support.
What made you decide to go into customer success?
I’ve always been drawn to the technical and behind-the-scenes sides of insurance.
Can you tell us a little bit about your personal and/or professional background?
I’m a wife and mother living in Southern Oregon. I have been on many sides of the insurance industry over the last two decades, so I understand what agents go through and really want to use my experience to help them have an easier day-to-day insurance lifecycle.
What is your hope for customers as they work with Ivans?
I hope that agents will discover that their agency has more tools they can use to stay valuable to their clients and a strong support team when they need us.
How do you help Ivans’ customers?
Our team educates and supports the Insurance agent community by addressing their questions and concerns about their download coming through the Ivans network.
How long have you worked at Ivans and in the field?
I have been part of the Ivans Connections team since February 2022.
What made you decide to go into customer success?
I was offered the opportunity to join the Customer Success team to provide education and support to the Agent community. I was excited to continue my journey in providing customer service and take on learning new skills and facing new challenges.
Can you tell us a little bit about your personal and/or professional background?
I have been working within the support field for 30+ years, focusing on both IT and Customer Service support. My focus is listening to and understanding the customer’s needs to help boost customer satisfaction.
What is your hope for customers as they work with Ivans?
We are here to help agency customers understand the benefits of utilizing Ivans for their day-to-day operations. We’re here to guide them in getting set up and starting their journey with Ivans.
Do you have questions about download or need support reaching your agent-carrier connectivity goals? Reach out to our team at connections@ivans.com to get the most value from our solutions.
Chief Operating Officer
Bob Bardwell, Chief Operating Officer, leads Ivans day-to-day operational functions of the business. Prior, he served as vice president of Strategic Initiatives at Applied where he was responsible for supporting the international growth of the business. Bardwell also previously led SMS Assist’s commercial vertical as senior vice president and general manager of operations, as well as held strategic leadership roles at Rackspace.
