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Most of us have heard the saying “May you live in interesting times.” Whether this saying is viewed as a curse or a blessing, most people can agree that life has certainly been interesting lately. However, as your customers work to maintain some semblance of normalcy, fraudsters are busy taking advantage of the confusion and complications surrounding their financial realities. The FTC reported total fraud loss at $108.43 million from January 1, 2020 – August 13, 2020, meaning that fraudsters are still working to steal your customers hard-earned money and identity. That’s why it’s important that your customers know they can look to you for advice and guidance to help them mitigate their risk – which begins with the launch of your new identity protection program.
Whether your identity protection program’s goal is to increase customer retention, offer differentiation in the marketplace, or provide your business a new revenue stream, the launch of your new program should include three critical functions to help ensure the program’s success.
3 Key Functions in Implementing a New Identity Protection Program
#1 Onboarding Team
Your onboarding team is critical to the launch of your new identity protection program, as this team will be responsible for ensuring your program is configured to your business’ unique specifications. This team should consist of highly trained implementation experts who will:
- Work with you to determine the best strategy resolution specialists should use when interacting with your customers, helping to create a unique and full-service experience. This includes determining how you’d like your customers to be greeted on support calls (e.g. using your company or program name), as well as setting up Interactive Voice Response (IVR), which grants your customers a unique customer support phone number to contact 24/7 certified resolution assistance.
- Create your company’s identity protection platform to your specifications
- Configure the API or direct purchase connection, which allows customers to either purchase the program via your company website or directly in your program’s portal
- Extensively test your portal to ensure it’s configured properly and working as expected
- Help ensure your new identity protection program is launched on time
#2 Marketing Support
Before your program is complete and ready to launch, it’s important that your partner provide marketing support to help you successfully market and promote it to your customers. Your new marketing expert should be brought on early in the development process to help provide strategic and practical one-to-one support, drive enrollment, and boost engagement of your identity protection program. As an extension of your existing marketing efforts, your identity protection marketing support should also develop promotional and educational materials that are reflective of your organization’s marketing style. Some useful marketing tools/resources marketing should provide include:
- A library of downloadable marketing and training materials
- Design-ready marketing templates for emails, social media posts, collateral (flyers, brochures, etc.)
- Regular communications keeping you abreast of new scams or tactics used by identity thieves, as well as resources for you to share with your customers to help mitigate their risk
#3 Account Management
There are many providers out there that can help you build a program, but you don’t want to find yourself with a new service to nurture without ongoing account management support. You should be introduced to your dedicated account manager at the very beginning – even before your onboarding team and marketing support – as this role is critical to understanding your business goals and program objectives to ensure your program is operating successfully. Your account manager should send you regular reports to keep you abreast of how your program is running, work with the appropriate teams internally to help ensure your program goals are being achieved, remove and/or address any potential roadblocks, and offer expert recommendations on ways to improve your program. Most importantly, you want to be confident that your account manager understands your company’s overall needs, wants, and challenges so they can be your champion, dedicated to the success of your program and business alike.
Choose a Partner Who Will Help Ensure Your Program's Success
At Generali Global Assistance (GGA), we commit to a people-first approach. When our employees are happy, their dedication to customer service is genuine and translates to authentic customer engagement. This people-first approach is what drives our award-winning resolution center to provide white-glove prevention & resolution services, and our marketing and account management teams to provide high-quality and effective business growth support.
Request a demo today to learn how partnering with GGA can help your company successfully implement, launch, and nurture your identity protection program.