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IASA 2010 - Enhancing the Agent Experience
 

IASA 2010 - Enhancing the Agent Experience

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Bringing together OnBase & SharePoint to change the insurance agent experience.

Bringing together OnBase & SharePoint to change the insurance agent experience.

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    IASA 2010 - Enhancing the Agent Experience IASA 2010 - Enhancing the Agent Experience Presentation Transcript

    • Enhancing the Agent Experience: Collaborative Content with a Transactional Focus Jennings Carpenter, Mennonite Mutual Insurance Company Eric Willis, Hyland Software
    • Why Agent Portals?
    • Everyone‟s connected…
    • Communication Evolution
    • Communication is King…
    • Top 10 Imperatives for Insurers Make GOVERNANCE Work Chart a Course to PROFITABLE MARKETS Benefit from Fast Path BUSINESS NEW PRODUCT OPTIMIZATION DEVELOPMENT Put the Drive Dynamic Rethink DISTRIBUTION LEGACY DATA to Work Channels Capitalize on Apply Smarts to Risk Intelligence to Claims UNDERWRITING Analysis manage LOSSES Link CUSTOMER Analysis Profitability COMMUNICATION Analysis Holistically Make GOVERNANCE WorkSource: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.
    • Top 10 Imperatives for Insurers Make GOVERNANCE Work Chart a Course to PROFITABLE MARKETS Benefit from Fast Path BUSINESS NEW PRODUCT OPTIMIZATION DEVELOPMENT Put the Drive Dynamic Rethink DISTRIBUTION LEGACY DATA to Work Channels Capitalize on Apply Smarts to Risk Intelligence to Claims UNDERWRITING Analysis manage LOSSES Link CUSTOMER Analysis Profitability COMMUNICATION Analysis Holistically Make GOVERNANCE WorkSource: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.
    • Top 10 Imperatives for Insurers Make GOVERNANCE Work Chart a Course to PROFITABLE MARKETS Benefit from Fast Path BUSINESS NEW PRODUCT OPTIMIZATION DEVELOPMENT Put the Drive Dynamic Rethink DISTRIBUTION LEGACY DATA to Work Channels Capitalize on Apply Smarts to Risk Intelligence to Claims UNDERWRITING Analysis manage LOSSES Link CUSTOMER Analysis Profitability COMMUNICATION Analysis Holistically Make GOVERNANCE WorkSource: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.
    • Top 10 Imperatives for Insurers Make GOVERNANCE Work Chart a Course to PROFITABLE MARKETS Benefit from Fast Path BUSINESS NEW PRODUCT OPTIMIZATION DEVELOPMENT Put the Drive Dynamic Rethink DISTRIBUTION LEGACY DATA to Work Channels Capitalize on Apply Smarts to Risk Intelligence to Claims UNDERWRITING Analysis manage LOSSES Link CUSTOMER Analysis Profitability COMMUNICATION Analysis Holistically Make GOVERNANCE WorkSource: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.
    • Top 10 Imperatives for Insurers Make GOVERNANCE Work Chart a Course to PROFITABLE MARKETS Benefit from Fast Path BUSINESS NEW PRODUCT OPTIMIZATION DEVELOPMENT Put the Drive Dynamic Rethink DISTRIBUTION LEGACY DATA to Work Channels Capitalize on Apply Smarts to Risk Intelligence to Claims UNDERWRITING Analysis manage LOSSES Link CUSTOMER Analysis Profitability COMMUNICATION Analysis Holistically Make GOVERNANCE WorkSource: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.
    • Top 10 Technologies Impacting P&C Insurers 1. Modern policy & claims management systems 2. Web services & SOA tools 3. Business intelligence & analytics 4. Predictive modeling tools 5. Advanced fraud detection solutions 6. Web 2.0 & social networking technology 7. Product development & configuration solutions 8. BPM solutions, including workflow & rule engines 9. Portal & internet technologies 10. Mobile devices & technologiesSource: Insurance Networking News, “Top Technologies Impacting P&C Insurers” April 5, 2010
    • Top 10 Technologies Impacting P&C Insurers 1. Modern policy & claims management systems 2. Web services & SOA tools 3. Business intelligence & analytics 4. Predictive modeling tools 5. Advanced fraud detection solutions 6. Web 2.0 & social networking technology 7. Product development & configuration solutions 8. BPM solutions, including workflow & rule engines 9. Portal & internet technologies 10. Mobile devices & technologiesSource: Insurance Networking News, “Top Technologies Impacting P&C Insurers” April 5, 2010
    • “ Policy administration systems, agent portals & business intelligence will be among top insurance spending priorities a new report from New York-based Novarica finds. ”Source: Insurance Networking News, “Back to Basics for IT Budgets” January 28, 2010
    • “ Agent portals offering both informational & transactional functions have become a key component of insurers‟ strategy as they strive to be „easy to do business with‟ for their ” distributors. - Matthew Josefowicz, NovaricaSource: Tech Decisions for Insurance, “The Next Big Thing” February 16, 2010
    • “Innovation needs to be part of your culture.Consumers are transforming faster than weare, and if we don‟t catch up, we‟re in trouble. ”- Ian Schafer, DEEP FOCUS
    • Mennonite Mutual Insurance Company  Established in 1895 in Orrville, OH  First President was J.M. Smucker  Property & Casualty Carrier • Homeowners Packages • Commercial Packages • Niche Markets: Farmowners / Agribusiness & Churches  Independent Agency Network
    • Agency Portal Project Project Initiated in 2007 Focused on Improving Agency Communications Areas for Today‟s Discussion • Competitive Advantage • Speed to Portal Delivery • Policy & Claims Management • Paperless Agency Reporting • Payment Processing • Looking into the Future
    • Competitive Advantage Compete with Larger Tier I & II Carriers Innovative Offering to Agents Reduce Cycle Times: Clean, Timely Work from Agents • Online Submissions • Required Information & Documents Enhanced Service for Both Agents & Policyholders • Reduced Inquires into Agency Services • Empowers Agents to Serve Policyholders
    • “Mennonite Mutual Insurance Company‟s systemhas enabled our agency‟s service associates toclear their desks & focus on superiorcustomer service. ”- Cara K., Customer Service Manager
    • Speed to Portal Delivery SharePoint Site Creation & Maintenance • Content Stored within SharePoint • Collaborative Environment Transactional Information • Content Stored within ECM System (Folder Access) • Business Process Managed within ECM System Ease of Integration • Initial Portal Delivery • Agent Portal Maintenance / Changes
    • Project Timeline Oct. 07 Oct. 08 Project Plan Kick-off Beta Online Payments Apr. 08 Jun. 09 Entire Agency Roll-out Online Commercial Quoting Jan. 08 Jan. 09 Beta Agency Roll-out Online Payments ProcessingSep. 07 Sep. 08 Dec. 09Viewed SharePoint Integration Completely Paperless Final Notices &at User Conference Pending Cancellations
    • Policy & Claims Management Policy Lifecycle Management • Submit Submissions Online • Receive Quotes for Potential Insureds • View all Policy & Supporting Documentation Agent Access to all Claim Information • View all Documentation Regarding the Claim • Status of the Entire Claims Process • Quickly Respond to Policyholder Needs
    • “Operating efficiency is key to our agency‟ssuccess. The implementation of MennoniteMutual‟s system has enhanced ourproductivity, streamlined operations & hasallowed a greater focus on salesopportunities. ”- Meg C., Operations Manager
    • Paperless Agency Reporting Monthly Reports • Commission Statements • Claims Reports • Production Reports Available Online: 2nd Business Day Agents Receive Commission: 5th Business Day
    • Payment Processing Previous Paper-based Process • Agent Takes the Payment • Create Receipt & Send Payment • Potential Month-end Carryover Issues Electronic Submission via SharePoint • Prefilled Electronic Form • Key in Check Number & Generate Receipt Automated Payment Processing via ECM System
    • “Mennonite Mutual‟s system has given ouragency the ability to manage accounts in a „realtime‟ environment…We no longer need tofile papers or print our unnecessarypaperwork, since all invoices, claims, currentdeclaration pages & endorsements are easilyaccessed 24/7 via their agency portal. ”- Peg R., Customer Service Reprentative
    • Looking to the future…
    • Looking to the Future Current Feedback from Agent Community • Adoption Levels • Lessons Learned Benefits of a True ECM Strategy • Bringing the Best of Two Solutions Together Future Enhancements or Offerings to Agency Portal