Business Coaching for a Family Run Business
The Business Challenge
In 2011, John J Doyle Jr., founder of Doyle Insurance Agency, and his partners; son Sean and daughter Kara recognized it was time to modernize. They wanted to explore the benefits of new technologies for office operations and gain efficiencies in business practices.
Celia Couture, President of of CC Consulting was hired to study and advise on the optimal organizational structure to support the agency’s growth and move the business forward to a paperless office system.
What Celia Did:
(1) Redefining Roles & Responsibilities
Celia studied the company closely, interviewed staff, and helped segment business tasks into two key business functions: selling and service.
(2) Cross Training to Improve Office Efficiencies
Celia recognized that there was an opportunity to cross train customer service representatives to handle selling tasks during downtime. Training was provided and Celia helped to create an incentive system to motivate CSRs to sell more and contribute to business growth.
(3) Up Selling Workshops to Drive Sales
Celia showed the company how to get more business from existing accounts, and worked with CSRs to focus on “rounding accounts.”
(4) Transition to a Paperless Office
Celia helped Doyle Insurance make the leap from an archaic, old school file system to invest in a new agency management and computer system that today helps the office produce less paper and require fewer files. Despite the notable investment, working with Celia showed Doyle Insurance that without such a move forward, the company would not be poised to capitalize on market opportunities or be competitive in a 21st century business environment.
Client Remarks
“Celia moved our business forward, and helped modernize our business practices. Today we are more productive, nearly every associate in the company contributes to sales.”
Sean Doyle
2nd Generation Owner, Doyle Insurance Agency