producers email - how to manage

[Lynne Desrochers]

We have a Personal Lines Producer who's inbox is out of control. She has someone who is helping her out, but she would like for the assistant to have access to her email to just work on the stuff that just follow ups looking for more information, without having to forward it.
How do others handle a situation like this?
Thank you.

[Bob]

What's your email setup and what are you using?

In house or not you can authorize another user access to inbox.   With Outlook 365 I can delegate someone and then that person's inbox and name appears below their own inbox.   They simply click name, inbox then all the emails appear.  If they delete one, it too is deleted for owner of inbox.

I'm assuming that's the idea 2nd person working inbox then deleting so not so large?

[Lynne Desrochers]

Yes, that's the idea, but I feel like you lose accountability?

[Bob]

Team work!  Both sink or float together and should know this going in.   

I would recommend person handling email, attach it (stamped with OP ID) in TAM.  The work should be done in TAM as well.  That should at least show who worked on what email.  If outside TAM still dealing with a carrier/broker/vendor/producer something so can attach there and person takes accountability.

[Jeff Zylstra]

Team work!  Both sink or float together and should know this going in.   

I would recommend person handling email, attach it (stamped with OP ID) in TAM.  The work should be done in TAM as well.  That should at least show who worked on what email.  If outside TAM still dealing with a carrier/broker/vendor/producer something so can attach there and person takes accountability.

Good advice.  It also sounds like this person has procedural issues that they need training on, or you will be doing this all over again very shortly.

[Mark]

All of our "teams" have access to each others full mailbox.  This allows them to service clients more efficiently when one member is out of the office.  you may also consider a side benefit being less "chatter" in email since it's not exactly private - however I don't believe that was currently an issue for us.  I'm sure it would have been for some past employees, but we have an awesome team right now.

This is not the same for producers.  Some people have access to some producers mailboxes, but it's not default for all.  This is only related to how our agency runs and has nothing to do with privacy, secrecy, or anything else.  It's just usually not necessary.

We do commercial, personal, and employee benefits.

[Mark]

Good advice.  It also sounds like this person has procedural issues that they need training on, or you will be doing this all over again very shortly.

I completely agree with the above statement.

[Lynne Desrochers]

Thank you. I agree, this person needs to get their stuff together, but it sounds better coming from outside sources.
Thank you all!

[Jeff Golas]

The real deal is that products like TAM handle this situation badly, or not at all, when in reality tech is there to just automatically filter emails and grab whatever comes through. If you really think about it, we don't attach "all" emails because technically its just too much work...but if we had an automated system attach ALL emails pertaining to a client, and then a decent search system be able to properly filter on the backend (aka, uhh, how Outlook works now), we wouldn't have to worry about manually attaching every one of 10 million emails, would we?

[Jeff Zylstra]

Thank you. I agree, this person needs to get their stuff together, but it sounds better coming from outside sources.
Thank you all!

My concern is that the manager/owner is either too busy or can't or doesn't want to deal with temperamental, Prima donna producer and nothing ever changes.  Producers are exceptional at getting around doing things the right way and leaving a trail of destruction in their paths.

[GeorgeW]

If part of the problem is the size of the email account, put restrictions in place so they can't send emails once they reach a certain limit!