Customer Service
and Cost Savings Common Among Automation Excellence Award Finalists
Systems
integration and enhanced customer partnerships mark the focus of this year’s
Automation Excellence Award finalists’ use of technology. From aggressively
leveraging the Vertafore products to opening up access by customers to their
information, the three named agencies have each demonstrated how well planned
investments in technology and a shift in workflow processes can have a huge
impact on both, the top and bottom line.
The NetVU
Automation Excellence Award is given out each year to recognize those agencies
that have demonstrated innovative ideas that enhance efficiency, profitability,
and streamlined operations.
This year’s
finalists all come from the 25 or more users category, and they are:
- Dean & Draper Ins. Agency
- USI Ins. Services
- Welsch, Flatness & Lutz
Dean & Draper Insurance Agency set their technology strategy on the
foundation of Vertafore products. Recently having converted two of their AfW
offices to Sagitta while implementing WorkSmart across all five of their
locations, Dean & Draper put in motion the steps necessary to integrate the
entire agency. They are utilizing Producer Plus and PL Rater company-wide, and
have implemented CSR24 to allow customers to access their information
round-the-clock. Customers can access their information 24/7 via the newly
updated website www.deandraper.com, or on their new mobile app for the
iPhone/iPad/Android.
In addition, the agency’s benefits
company, Benefit Solutions uses both BenefitPoint and WorkSmart to maximize
productivity.
USI
Insurance Services built
an aggressive initiative using WorkSmart to implement 12 new workflows within
the USI Retail Commercial Lines operations. Combined with a new front-end
scanning process, USI completed a majority of the rollout in 2011 and is
bringing the remaining business operations on to WorkSmart in 2012.
The
Commercial Lines segment accounts for over $250M in revenue and was the most
paper intensive area of the USI business. Currently, USI has implemented its
best practice workflows across 17 offices and has realized an initial 70
percent reduction in the entry of diary activities. That alone is projected to
generate cumulative time savings of between four and five man-years for their
account teams. As a result, more than 8,000 hours of time can now be spent with
clients sharing USI’s unique value propositions.
Other direct
cost savings and increased revenue have resulted from these changes. USI
estimates a five year savings of over $3M by using WorkSmart. E&O exposure
has been reduced as well, due to more consistent processes and automatic
recording of transactions in the workflows.
Welsch, Flatness & Lutz has built a foundation
for efficiency through technology that has improved internal workflows while
taking customer service to “a brand new level.”
WFL was an early adopter of document management systems and electronic
workflows; they’ve rolled out dual, wide-screen monitors and enhanced their
remote access policy to allow workers flexibility in their schedules. Such
changes immediately resulted in increased productivity. Additionally, a review
of their infrastructure supporting the automation tools led to upgrades and a
shift away from being an exclusive Blackberry shop to the Active-Sync
environment.
One of the most significant changes affected WFL’s relationship with its
clients. By building a client portal, WFL has brought many customer service
tools to bare and opened the door for future enhancement. As an example, the
portal allows for secure collaboration and document sharing with clients. The
portal is not meant to replace customer service, but rather to enhance it by
making it more robust and efficient for everyone involved.
A Commitment to Leading Automation
All three of our finalists have one thing in common – a commitment
throughout the agency from top to bottom to lead in the use of automation, and
leverage the most out of the technology tools they have. This is a proven
winning strategy for success. If you want to hear more about how each
accomplished such levels of improvement or learn from the myriad of successful
NetVU member agents in attendance, you must be in Anaheim, April 26-28 for the
NetVU Conference. If you haven’t registered yet, it’s not too late. For more
information, go to NetVU Conference or register now!
Traditional
Tactics Take on New Technology
By: Tim Sawyer, President & Co-Founder
of Astonish Results
Working in the insurance industry guarantees
that a majority of your time and energy will be spent on one area: sales and
marketing. If those words are intimidating, you can simply call it what it is: sharing,
connecting, building relationships, and communicating with people to exchange
goods and services.
While it is true that your specific function as
an insurance professional is to provide knowledge and service, all your
knowledge and service mean nothing
unless you know how to effectively share it and offer it to the people around
you. It's really all about connecting
with people.
Fortunately, if you’re part of insurance, you’re
probably already superb at networking. Over the past few years, however, the
majority of your consumer base has been rapidly changing the way they connect
with each other — adopting new technology and new forms of media as their
primary means of interacting. In the U.S. alone, there are currently 154
million active users on Facebook, and 61% of them are between the ages of
26-65. That means your clients, your coworkers, and a decent chunk of the rest
of your network are likely plugged in and engaged – and that doesn’t include
people using search engines, email, and thousands of other digital mediums.
Whether this scares you or thrills you, it is having an effect on how many
industries are changing their business models.
In the realm of insurance, this reality creates
a growing polarization between two schools of thought about the best way to
connect with potential clients. It comes down to a fight between “traditional”
and “digital” forms of marketing and relationships. We see traditionalists
becoming more stubborn and resilient in their marketing efforts, shirking off
the digital land as a waste of time with no ROI. On the other hand, the techie
crowd is becoming further engrossed with their new toys, potentially losing
sight of the breathing bodies behind all the widgets, gadgets, and numbers.
Both personalities spend a decent amount of
energy demonstrating why their methods are superior. But here is the simple
fact: neither is enough. Each actually becomes less effective without the help
of the other. It is the king or queen of the blended strategy that will rise to the top.
If there is to be any lasting relationship with
a customer — digital marketing, connection, and interaction need to draw from
the foundations of tradition and one-on-one relationships — and traditional
methods won’t impact many people if they don’t have an outlet in the digital
world where so many spend their time. Whether you prefer the new technology or
the traditional tactics, the game remains the same. As a savvy professional, it
is imperative you take some time to consider how you can blend strategies to
broaden your reach and effectiveness, and draw parallels between the digital
and the traditional. For example:
- A handshake or conversation in person will add
authenticity to an invitation to connect through Facebook or LinkedIn.
- A properly executed email marketing campaign can
push someone you would never find in person to attend your charity function, or
bring them to your office to close a deal.
- Your online social profiles work together as
enhanced business cards that reveal a level of your humanity to the online
world. This opens up a new door to share your values, your character, and your
business’ voice — which makes it easier for others to relate to you.
- Your website says as much to a new visitor as
your physical office — it can turn someone away, or cause them to turn in. Consider
it an extension of the culture and ethic you’ve cultivated in your physical
office.
- You can participate in social groups online in
the same fashion as niche conventions offline. Between forums, Tweet-Ups, and
extensive content sharing, the web is staking its claim in the social scene,
and most of these platforms can be treated like a cocktail party: schmooze,
network, and above all, listen.
These are just a few ideas brushing the surface.
The best thing you can do to further yourself as a professional, grow your
business, and make more money in this industry is to leverage a blended
strategy of digital and traditional avenues to expand your reach and strengthen
your impact on your relationships with people. This means you should consult a
digital marketing expert; take courses or read books about sales, persuasion,
and relationships; or talk to other non-competing agencies that already have a
successful presence in either area. However you decide to tackle the new
integration of social networking, my best advice is simply this: do something.
Tim Sawyer is the president and co-founder of
digital marketing leader Astonish Results. To learn more about the Astonish
Results digital marketing system, take the 180-second tour at Astonish Results.com or
call Astonish today at (877) 905-1999.
How
to Become an Innovator
The Sagitta
Research and Development Committee needs your help!
We
want "U" to join us on the forefront of development for your agency
management system. You will be forward focused looking 3-5 years in advance
helping shape the future of Sagitta for the benefit of the entire user base.
If
you or someone you recommend have any interest in learning more about this
opportunity Volunteer Now,
or email Brett Burchett at brett@netvu.org.
There’s a Place for U
at NetVU
The NetVU Conference brings together 1,500 members, solution
providers, educators, exhibitors and others all focused on helping NetVU agents
improve workflow, gain efficiencies, and grow their bottom line.
At this year’s conference, you will learn from both the
experts and the experienced on:
- how to get more out of your system
- how to work more efficiently
- what works and what doesn’t
Whether you’re a seasoned user or a novice, you’ll be
exposed to new ideas in the more than 100 educational sessions and new
solutions from the over 80 exhibitors on the show floor.
Attendees will go home with real world knowledge they can
implement in the office the next day.
On top of it all is the outstanding networking opportunities
to meet new people, share stories and ideas with your friends and colleagues.
The NetVU Conference is the “must attend” event of the year.
You’ll be able to:
- gain valuable knowledge
- build lasting relationships
- make smarter business decisions
There’s a Place for U at NetVU!
Another NetVU Contest
Comes to a Close
If you weren’t among the 117 people that entered the
Confirmation Contest to win $500 for registering for NetVU Conference by
February 14, then you lost out on another chance for a great prize.
All you had to do was submit your registration confirmation
prior to Valentine’s Day, and you might have been lucky enough to win a hunk of
cash, just like this winner did…
Susan Henderson, SPHR
Vice President, HR/Operations
Hierl Insurance Inc.
Fond du Lac, WI
Congratulations Susan!
Now for the rest of you, your opportunity to win something
is still at hand. Remember the Video Contest for the best 90 seconds on how
“There’s a Place for U at NetVU?” Well, you still have until March 9, 2012 to
shoot, and send the link to videos@netvu.org. You could be NetVU’s next
winner.
Click here for contest details, and submit your entry today. You could be the next Susan
Henderson.
NetVU
Now Offers Quality Education Delivered to Your Desktop
NetVU
is pleased to announce we now offer on demand Education through NetVU
University. The majority of these sessions are designed and presented by
NetVU members. Be one of the first to graduate from NetVU U...
Click here for
session descriptions and to order. These sessions are very reasonably
priced ($5-$15.00) and available when you are. How convenient is that?
Available Webinars…
- AMS360 v6.0 -
Overview
- AMS360 v6.0 - System Admin
Overview
- AMS360 v6.0 - Servicing Your
Customers
- AMS360 v6.0 -
Submissions
- AMS360 v6.0 -
Doc360
- AMS360 v6.0 - Certificates & EPI
Overview
- AMS360 v6.0 - Renewal
Management
- AMS360 v6.0 - Where is my
Money?
- AMS360 v6.0 - Form
Letters
- AMS360 v5.5 -
Navigation
- AMS360 v5.5 - Download Reports &
Tips
- Excel 2007 (Three Part
Series)
- Excel 2007-Analyze
Worksheets
- Generic Accounting (Four Part
Series)
- BenefitPoint
- Making the Activity Log Work for You
- Selling
from the Inside - 3 Key Practices to Grow your Bottom Line - Presented by Emily
Huling
- Making
Download Work for You – Part
1
- NetVU
Educator Guild (5 part series)
Click
here
for session descriptions and to order Now.
NetVU
University is a sub-learn center of Vertafore University. If you do not
already have a Vertafore University login, you will need to register. This
is a separate login from your NetVU.org login.
Let
us know if you have an idea for a NetVU webinar, contact Director of Education,
Theresa Gerba today at Theresa@NetVU.org.
Artizan CSR24 Achieves the Million-Transaction Mark for One Houston Agency
The staff and customers of Bowen, Miclette & Britt helped the insurance agency achieve the one-million transactions mark through the client, self-service portal Artizan CSR24®, reinforcing the industry belief of giving customers online policy access where and when they want it.
CSR24 is software that allows insureds access to their policies online for change requests, and obtaining certificates of insurance and auto IDs. CSR24 is one of the Web-based software products provided by Artizan Internet Services.
Achieving the million-transaction milestone by Bowen, Miclette & Britt, a 250-employee, Houston-based organization with seven additional locations, underscores the agency’s leadership vision for providing the ultimate in customer service. Having recognized the potential of CSR24 in mid-2000, the agency implemented the new concept to bring great functionality to its customers.
“In the ensuing years, we have benefitted from CSR24 by saving time and steps, which translates into more time spent on sales and service activities that require personalized attention,” said Donna Wilson, senior vice president at Bowen, Miclette & Britt. “In addition, our account executives are aware of our clients’ needs at all times, and our clients appreciate the convenience we offer them for accessing their insurance information.”
Tim Woods, Artizan’s chief technology officer, credits the people of Bowen, Miclette & Britt for collaborating with Artizan in refining the self-service solution to integrate with the agency’s management software.
“As one of the earliest adopters of client-issued certificates via the web, Bowen, Miclette & Britt was instrumental in making the CSR24 certificate process — especially the renewal process — what it is today,” Woods said. “From the start, the agency understood the value of web-based services to its clients, and as a differentiator in the overall services it offers to clients.”
"NetVU applauds Artizan Internet Services for their dedication and commitment to helping NetVU members. For more than ten years they have helped our members gain a competitive edge. We thank them for their longstanding partnership and support. Be sure to visit Artizan in booth #501 at the upcoming NetVU Conference," said Lisa Harrington, NetVU vice president and COO.
Efficient Workflows are Focus of February 29 Event
Webinars, web broadcasts, and social
networking will highlight ways to save time and be more efficient with
insurance workflows, during the first ever Real-Time Day on Wednesday, Feb. 29,
2012. The Real-Time Day will include independent agents, industry user groups, insurance carriers, and agency management system vendors presenting:
- web broadcasts with agent
interviews
- question-and-answer sessions
- discussions and demonstrations by vendors,
- carrier and user group webinars
- training classes with overviews
- instruction in how to use Real Time and Download tools in agency management
systems
- social networking events such as chats on microblog Twitter
using hashtag #RTEddie
Join NetVU members and Vertafore for
live webinars on Real Time Day:
Did you know Vertafore offers complimentary training sessions on PL Rating (including sessions on Consumer Rate Quotes) and TransactNOW ( including system specific installation &
Configuration and Workflows)?
Find
out more about Real Time and Real time Day at www.getrealtime.org.