Your customer communications will only ever be as good as your data. Before you can send anything out or implement a cross-sell campaign, you need to be confident that the client information in the agency management system is accurate and consistent.

For all staff, give clear direction on which fields should be used to update (or add) specified information. For example be specific about where employees should put the name, email address, phone number, address, policy information, business name and any notes.

Make sure that you invest time in training new employees so that they learn exactly what they need to do, and when - and don’t let your experienced team members deviate from the rules.

Create 'How to...' guides that everyone on the team can easily access, understand, and use effectively.  For example, 'Understand exactly what information needs to go into which fields on our AMS'.

Be as detailed as possible in your training and supporting documents. When a process changes, make sure that everyone on the team knows and understands the implications. This will help to ensure that all your employees stay on the same page, making it easy for each team member to pick up where someone else left off.