A new approach to small business staffing with Patra Select

My name is Brianna Lobdell. I’m the director of Patra Select. Staffing has always been a pain point in the small business space. But more so, what we are looking to accomplish is we want to become experts in the small business space.

We hire licensed account managers across the US that are dedicated and assigned to a book of business that an agent or broker defines in that small business space. And then we leverage our offshore team to help support our account managers. But it’s an all-encompassing service offering. So our account managers handle everything inside that book: all the customer service, renewals, servicing, new business, account rounding, anything that might be required within that book of business.

So often we find that our agents don’t spend a lot of time in the small business space. They put a lot of focus in their process procedures in the mid or large market space. They just adapt the same processes and procedures in this space. And it is what leads them to finding a solution in small business. And so we want to be able to meet them in this small business space, become experts, look at their processes, procedures, offer best practices when it comes to small business, so they can really trust us, and they can use their staffing and resources in those middle to large market spaces.

Patra Select is being relaunched in a way that we’re approaching our service differently. So we’ve taken a look at what we’ve done historically in our product offering, and we’re now segmenting our customers internally. We’re looking at their needs. We’re customizing our approach that we take with each new deal we get within Select. We’ve realigned our team.

And so I have leaders that are going to be matched or assigned to certain customers based on their needs. And it’s going to help strengthen that partnership overall and, make sure we’re just really are meeting the needs of the customer. Every customer we work with has a different business need when they come to Select. And instead of approaching every deal the same way, we’re we’re just taking a new look at it, new eyes, and and making sure we’re meeting our customers where they are.

I encourage any agencies or brokers that are considering a solution for small business to just give us a call. If they’re looking for an answer in the small business space, reach out and let us hear what their needs are and let us be that solution for them or at least part of the solution for them.