A practical model for brokerage CRM handovers

A useful CRM handover lets the next person understand the current position without reconstructing it from scattered notes. It records the source of the information, the work already completed and the next action that has an owner.

Capture the handover essentials

Record the account or enquiry reference, the reason for the handover, relevant dates and a concise summary of what has happened. Link to the source record or document where appropriate. Separate customer-provided facts from staff observations and unresolved questions.

Make ownership explicit

Name the receiving role or person, state the next action and include a due point only where one has actually been agreed. If the item is waiting on someone else, record who owns that dependency and how the team will know it has been resolved.

Keep the history useful

• Use dated entries for material updates.
• Preserve earlier notes when correcting a record.
• Avoid copying sensitive details that are not needed for the task.
• Close or transfer ownership only when the queue state supports it.

Review handovers that are reopened, reassigned or left without a next step. A short team exercise can test whether colleagues can identify the latest source, current owner and outstanding question.

This is general CRM process guidance. Broker teams remain responsible for insurance interpretation, customer advice and any decision about a case.