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GloveBox CRM Roles - Contact Ownership from Opportunity Ownership

Within GloveBoxCRM, ownership is structured to reflect how work actually gets done inside an insurance agency. While client relationships are typically built and maintained by Producers, the day to day servicing of those clients such as renewals, claims, or policy changes is often handled by Account Managers or CSRs.

To support this operational reality, GloveBoxCRM separates Contact Ownership from Opportunity Ownership. This distinction ensures that the team member responsible for maintaining the client relationship is not conflated with the team member responsible for managing specific service transactions. By doing so, agencies gain clearer visibility into who owns the relationship versus who owns the work being performed, improving accountability, reporting accuracy, and internal coordination across personal and commercial lines workflows.

In our system there are a clear distinction between contact owner and opportunity owner.

1. Contact owner:

  • The one who actually own the client and will have a proper relationship with the client(contact).

2. Opportunity owner:

  • The one who is responsible for the specific transactions. -> It may includes Renewal, Claim, policy change etc.

3. Producer:

  • They also act same as the contact owner. -> They brings the clients and have relationship with clients as contact owner.

5. Account Manager/CSR:

  • The one who act exactly like the opportunity owner. -> They are responsible for the managing the specific task like Renewal, Claim, policy change etc.

Additionally the the producers act like contact owner and account managers act like opportunity owner but this is not necessary that they will be exactly same.