BC NA December 2020

lean and agile capabilities through
analytics technology, BrokerLink’s
team managers are given access to
a variety of live data and customer
surveys. “This year, we’ve received
over 40,000 responses from our
customers,” Kharkavets says. “The
notion of changing our tactics and
addressing pain points depending on
what we read in those comments or
observe in trends is hardwired into
BrokerLink’s culture.”
Like many companies around the
world, BrokerLink rushed into action
at the beginning of the COVID-19
pandemic. “In our case, nearly all our
employees ended up working from
home virtually overnight,” Kharkavets
relates. “I think the pandemic will
change how we stay connected and
how we make sure that culture is
retained, particularly when onboarding
new staff.” This also goes hand-inhand
with BrokerLink’s renewed focus
on employee wellness and mental
health. Indeed, for the company and
insurance generally there is a sense
that things are on course for significant
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