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Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
Business In Real Time
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Business In Real Time

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This program is for insurance producers, insurance agency principals and managers, insurance company managers & staff, and anyone else who needs to understand and be able to manage doing business in …

This program is for insurance producers, insurance agency principals and managers, insurance company managers & staff, and anyone else who needs to understand and be able to manage doing business in today’s fast paced and real-time world. The class will explain the trends in insurance agency technology and how they are changing the way you interact with your clients and prospects.

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  • 1. www.steveanderson.com
    1
    Business in Real-Time
    Steve Anderson
    The Anderson Network, Inc.
  • 2. www.steveanderson.com
    2
    Moore’s Law
    “The number of transistors per square inch of possessor doubles every 18 months while the cost remains constant or drops.”
    Gordon Moore, Founder - Intel Corporation
  • 3.
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  • 5. www.steveanderson.com
    5
    Metcalf’s Law
    “The usefulness of a network increases by the square of the number of connections.”
    Bob Metcalf, Inventor of Ethernet
  • 6.
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  • 8. www.steveanderson.com
    8
    Reasons for Past Failure
    Principals and producers not involved
    Internal rather than external focus
    Technology didn’t deliver
    Cost vs. benefit
    Resistance to change - failure to implement
    “Automation does get some jobs done faster. But fundamentally the same jobs are being done, and that means no fundamental improvements in performance.”
    Michael Hammer & James Champy Re-engineering the Corporation
  • 9. www.steveanderson.com
    9
    Agency Technology Trends
    User Interface
    Communication
    Information Sharing
  • 10. www.steveanderson.com
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    User Interfaces will continue to change not functionality
  • 11. www.steveanderson.com
    11
  • 12. www.steveanderson.com
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    User Interface
    Web based computing
    Company Web Sites
    Comparative Rating
    Client Access
    Voice over IP (VoIP)
  • 13. www.steveanderson.com
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    The On Demand World Requires Always On
  • 14. Client expectations
    Time is important
    Leverage time with technology
    Saving time = Good Service
    Good customer service raises expectations
  • 15. What is
    “Good Customer Service?”
    Transactions
    or Relationships
  • 16. Too many agencies think “Good Service” is transaction processing. Our computer systems have gotten us into the trap of thinking that the faster we can process a transaction the better service we provide.
  • 17. Using Tech to Touch
    E-mail
    Newsletters
    Blogs
    Tracking personal preferences
    “Auto-pilot” relationships
  • 18.
  • 19. The Power of Questions
    Don’t guess – ask!
    Keep asking
    Record the answers
    Now – ACT on them!
  • 20. Success criteria:
    Success is not more customers, but a larger share of existing clients
  • 21. www.steveanderson.com
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    What is Real-Time?
  • 22. www.steveanderson.com
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    Is this Real-Time?
  • 23. www.steveanderson.com
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    Business in Real-Time
    Management
    Internal Operations
    Customer Service
    Marketing & Sales
    Carrier Relations
    Human Resources
  • 24. www.steveanderson.com
    24
    Real-Time Management
    How do you keep up?
    What kind of planning do you do?
    What kind of technology infrastructure do you have?
    What kind of technology will you need?
  • 25. www.steveanderson.com
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    What assumptions do we need to change?
  • 26. www.steveanderson.com
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    What’s the impact?
  • 27. www.steveanderson.com
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    Real-Time Operations
    What will an agency management system look like?
    How will real-time communication work?
    Will you be able to get rid of paper?
    Do you need a physical office?
    How do you keep a client focus?
  • 28. Application Service Provider
    You do insuranceThey do Technology
  • 29. Flavors of ASP
    Full service desktop
    Terminal server
    Icon based
    LOB applications
    Browser based
    Web enabled applications
  • 30. Advantage
    Focus on core business
    Reliable computing
    Predictable costs
    Capital expenses reduced
    Multiple locations
  • 31. Disadvantage
    Data not in agent’s office
    Relies on Internet connection
    Slower for certain functions
    Current cost
  • 32. Examples
    Web Enabled Software
    Applied TAM & Vision
    AMS Services
    AMS Sagitta Online
    Web Architected Applications
    AMS 360
    XDimensional Technologies Nexsure
    EbixASP
  • 33.
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  • 37.
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  • 40.
  • 41.
  • 42. What makes a Virtual Office
    Access from anywhere
    Information available to everyone
    Easy communication
    Fast connection
    Effective use of technology
    Do you need a physical office?
  • 43. Why add virtual options?
    Attract new employees
    Retain current employees
    Lower level work to lower level employee
    Greater flexibility
    Increase productivity
    Reduced expenses
  • 44. Vital Part of Today’s Business
    Work is no longer a “place”
    Key is improved access
    To people
    To Data
    Mobile Voice changed work
    Mobile Data will also
  • 45. Remote Staffing (Outsourcing)
    Two types
    Project
    Person
  • 46. Remote Staffing (Project)
    Specific projects
    Limited scope
    Well defined
    Short duration
    Options
    Elance.com
    ScriptLance.com
    GetFriday.com
  • 47. Remote Staffing (Person)
    Why?
    Demographics
    Difficulty finding staff
    Lower cost
    What?
    Data entry
    Back office transaction processing
    Not customer interaction
    Who?
    ResourcePro (www.resourcepro.com)
    Ebix (www.ebix.com)
  • 48. “My employees at Resource Pro access our system through our terminal server.  I have every confidence about their confidentiality.  In fact, they reconcile my bank statements and perform daily accounting functions!”
  • 49. Remote staff tasks
    New Business
  • 50. Potential Cost Savings
    The cost for the contracted / outsourced employee is $24,000 annually. CFO has estimated that the cost of hiring an internal employee versus hiring a remote staffer would result in approximately $39,000 in savings (per person) if we chose to hire a remote staffer.
  • 51. Issues to Consider
    Political perception
    Security
    Resistance to change
    Communication
    Time difference
    Cost/savings
    Staff turnover possibilities
  • 52. Looking for remote workers
    Facebook.com
    Craigslist.com
    Monster.com
  • 53. www.steveanderson.com
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    Real-Time Communication
    Carrier options
    Transformation Station
    TransactNow
    Web Bridge
    Carrier Connect
    Other wireless access
    How is agency workflow changed?
  • 54. www.steveanderson.com
    54
    Information is available to anyone who needs it when they need it.
  • 55. Communication Options
    Fax
    E-mail
    Online Chat
    Instant Messaging
    Text Messaging?
  • 56. www.steveanderson.com
    56
    Communication
    Learning relationships
    Wireless access
    Carrier options
    Transformation Station
    TransactNow
    Web Bridge
    Carrier Connect
  • 57. Company Interface
    Issues to consider
    How will it affect your agency workflow?
    Stand alone proprietary systems
    Part of your agency management system.
  • 58. Online Chat
  • 59.
  • 60.
  • 61.
  • 62.
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  • 65. www.steveanderson.com
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    Real-TimeCustomer Service
    What does good service really mean?
    What do clients want from you?
    How can you provide 24/7 service?
  • 66. Client Service Centers
    Insurance Company based
    Valid strategic option
    Traditional model
    What’s Your Experience
    Agency based service center
    Workflow issues
  • 67. Agency Web Site Service
    Forms for changes
    Agency procedure for responding
    Self Service
    Account information
    Policy Changes
    Auto IDs
    Certificates
    Payment options
  • 68. Agency Service Center Stats
    Average agency has 32 insureds processing transactions monthly, with and average of 277 phone transactions per month and an average of 576 online transactions per month.
  • 69. Online Access options
    CSR24 (www.csr24.com)
    CertificatesNow (www.confirmnet.com)
    TrackCertsNow (www.confirmnet.com)
    Agency Management System Access
    Applied InScope
    AMS Client Access
  • 70. Certificates & ID Cards
    Sell the value
    High volume clients
    Signed agreement
    Audit
  • 71. Web based customer service
    www.csr24.com
  • 72. Agency Web site service
    Private labeling
    Putting your name on another application
    Examples
    www.superioraccess.com
    www.agentsecure.com
    www.insurancenoodle.com
    www.insurehelp.com
  • 73. www.steveanderson.com
    73
    Real-Time Marketing
    What type of producers do you hire?
    How does marketing change?
    What about email marketing?
    Can technology help you sell?
    What shouldn’t changed?
  • 74. www.steveanderson.com
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    Real-Time HR
    What type of employee will you hire?
    Where will they work?
    How does management style need to change?
  • 75. www.steveanderson.com
    75
    Opportunity
    The new consumer, the information society, cyber-space, and paradigm shifting technology all add up to a great opportunity for Independent Agents
  • 76. Subscribe to Steve Anderson’s TechTips and receive one short, to the point tip per week on little known websites, software and hardware tools, and any other resources that will help agencies increase revenue or reduce expenses.
    Sign up at:www.SteveAnderson.com
  • 77. The Anderson Agency Report
    Providing Independent Agents with the insurance technology information they need to more effectively manage and grow their agencies.
    Subscribe today and get up-to-the-minute agency technology news, research, expert opinion, and specific recommendations, all written from, and for, the perspective of the independent agent.
    TAAReport.com303.404.0457
  • 78. Steve Anderson
    The Anderson Network, Inc.
    PO Box 1546
    Franklin, TN 37065
    (615) 599-0085
    Steve@SteveAnderson.com

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