Handling Document Requests (Auto ID Cards & More) Through ClientHub
Turn every document request into an opportunity to reinforce self-service and reduce future service volume.
Goal
Enable your team to securely fulfill client document requests (like Auto ID cards or dec pages) in a way that reduces future service calls by driving adoption of ClientHub.
Why This Matters
Even long-time clients may forget they can access their documents instantly via ClientHub. When they call or email your team for documents, it's critical to not just fulfill the request — but to train them on where to go next time.
Every time you respond to a service request by uploading the requested document into ClientHub (instead of emailing it), you are:
- Reinforcing the habit of logging into ClientHub
- Reducing future service calls
- Training clients to self-serve for other tasks (like bill pay and quote requests)
- Creating a better experience by eliminating email clutter
- Increasing long-term platform adoption
Step-by-Step Instructions
- Search for the client in GloveBox HQ.
- If they haven’t activated their account, click “Invite Client.”
- If they aren’t in the system yet, create the client record.
- Upload the requested document:
- Go to the correct policy.
- Click “Add Document” and name the file clearly.
- Choose the appropriate document type (e.g. “Auto ID Card,” “Dec Page”).
- Save the document, which will trigger an automated email directing the client into their ClientHub account to retrieve it.
- Reply to the original request (email or call):
- Let the client know their document has been securely delivered through ClientHub.
- Remind them they can always log in via your website or the mobile app for future needs.
- Include helpful access links:
- Website: [Insert your ClientHub login link]
- Apple App Store: https://apps.apple.com/us/app/glovebox/id1489980690
- Google Play Store: https://play.google.com/store/apps/details?id=com.glovebox.mobile
Pro Tips
- Auto ID Cards: Be sure to select “Auto ID Card” when uploading — this enables native ID card display inside the mobile app and platform.
- Recurring Requests: Clients will often return to ClientHub next time if they see it worked the first time.
- Support your staff: Include templated email language (below) to standardize responses and make replies fast.
Sample Email Reply
Hi [Client Name],
I’ve uploaded your requested document to your secure ClientHub. You should’ve received an email with direct access. You can also log in anytime at [ClientHub Link] or through our mobile app:
Let us know if you need anything else!
– [Your Name / Team Name]
Final Thought
Every interaction is a chance to reduce the next service request. Delivering documents through ClientHub increases efficiency, improves client experience, and gives your team more time to grow the agency.