When Choosing Producer Lifecycle Management Software, Don’t Overlook the Importance of Customer Success

This post is part of a series sponsored by AgentSync.

If you’re shopping for a technology solution that will transform the way your insurance business handles product lifecycle management, you may be looking at a number of things: Total cost of ownership, speed and ease of use, the software’s user interface, how good it is. integrates into your overall technology stack – just to name a few.

An area you may not immediately look at during your customer success assessment phase. After all, you have a lot more to worry about while shopping and trying to buy a compliance technology solution than what happens after you sign the contract. But hold on!

Customer success may be one of the most important things to think about, and you don’t want to wait until it’s too late and you’re locked into a contract with a product that doesn’t deliver.

In the world of insurance technology (or any software for that matter) having a good platform is not enough. You need to know what you’re getting into after the purchase, before you get there. It’s important to have a dedicated team to help you maximize the value of your new software. This is where Customer Success comes in. The Customer Success Team acts as a strategic partner, ensuring you achieve your business goals and realize the full potential of your investment.

Having the right Customer Success team in place (or not) can make or break the results you achieve with technology. We may be biased, but we think we have some of the best in the industry here at AgentSync. We recently sat down with Customer Success Managers (CSMs) to understand what makes their role unique and how they drive value for our customers. Their insights reveal why the role of Customer Success is not just to have a good experience, but to differentiate what is important in your software purchasing decisions.

How does AgentSync’s approach to Customer Success differ from other companies?

The team highlighted several key differentiators:

• CSMs are introduced early in the sales process, ensuring a seamless transition between the sales team and the person who will develop the relationship going forward.
• The team maintains a continuous improvement mindset beyond launch, always looking at the next set of customer goals to achieve
• Customer Success is deeply embedded in AgentSync’s strategy, not an afterthought
• CSMs work as professional consultants rather than just technical account managers

“We truly welcome the love of customers from all parties. In some areas, existing customers can take a back burner to new business. At AgentSync, they are so important, that our product roadmap is largely driven by their requests.”

What makes working with insurance and customer relations different?

Our CSMs emphasized the fascinating complexity of the insurance industry. They work with clients who bring deep industry knowledge and address ongoing regulatory changes. What stands out is the diversity of challenges—from modernizing decades-old paper processes to helping companies navigate complex compliance requirements.

“There is nothing comparable in the industry. You must be flexible and able to accept change. We feel the impact we have on people’s business, how we modernize or transform their entire approach to these complex operations. “

“I had a client who used sticky notes and complicated spreadsheets to track compliance. Showing them how to automate these processes on our platform has completely transformed their daily work.”

How does the CSM-Customer partnership work?

The one common thread across the CSMs we spoke with is that they see themselves not only as advocates for their customers within AgentSync, but also as extensions of their customer teams. They help navigate issues and bridge the gap between what customers need and what AgentSync does.

This means that our CSMs practice:

• Conducting in-depth research on each client’s company and industry
• Establish clear goals and metrics for success
• Providing a consistent sequence and clear next steps behind every communication
• Connecting clients with best practices from similar organizations

“From the moment I was assigned to a client, I did extensive research on their business to try to understand more about the origin and history of the company and who it is. I’m always having conversations, reading stories, and asking what’s going on in their organization outside of their relationship with AgentSync.”

How do CSMs work with other teams to support customers?

At AgentSync, several CSMs we spoke to described the operation as “air traffic control” for customer needs, linking:

• Support groups for technical issues
• Product groups for feature requests and roadmap updates
• Use groups during onboarding and future integration
• Sales teams during renewal or when there is a need for additional products and services
• Fee for payment questions

This integration ensures that customers have a single point of contact while still having access to information across the organization.

What role does leadership play in Customer Success?

Throughout our conversations with a successful client team, a consistent theme emerged about the importance of leadership buy-in. The team stressed that executive engagement isn’t just talk—leaders actively participate in customer relationships and ensure Customer Success has the resources needed to deliver exceptional service.

“The love of the customer is not just the price written on the wall. Leadership is embedded in the way we operate, from our processes to our metrics to our daily decisions. “

If you don’t succeed, what do you do?

Sure, features and functionality are important, but having a dedicated partner focused on your success can turn good software into a good decision. And when you start with great software (like AgentSync), a stellar CS team turns that into incredible business value.

Our conversation with the CS team revealed that effective Customer Success is not just about responding to problems. It’s about effective collaboration, deep industry knowledge, and a true commitment to client outcomes. When evaluating software vendors, the Customer Success function shouldn’t be an afterthought—it should be a key factor in your decision-making process.

If you’re still on the hunt for the perfect manufacturer lifecycle management and license compliance partner, see how you can be another success story when you check out AgentSync.