NIIT's Agency Transformational Model for a leading insurer successfully enhanced a business line's performance by introducing tailored training and improved technology. Post-training results showed significant increases in weekly average premiums, items, and quotes for trained agents compared to their untrained peers. Feedback from participants indicated a clear improvement in their confidence and ability to navigate the new systems and processes.

1. Agency Transformational
Model
NIIT’s agency transformational model for
one of America’s leading insurers is
impacting the bottom line of a smaller
business line with strong, positive trends.

2. The business insurance
product line had met
with less than desired
results. The company
decided to revamp the
product line with:
• New and better products
• An improved technology
platform (Connexus)
• Improved training

3. The insurance major
and NIIT collaborated
to create a
customized training
solution to meet the
business and
performance goals of
the product line.

4. Goals
BUSINESS GOALS
Increase sales and revenue for
the business line.
Improve productivity of agents.
PERFORMANCE GOALS
Identify client needs.
Identify and position appropriate
solutions.
Improve proficiency and comfort
level with Connexus.
Transact effectively to generate
quotes, issue policies and service
existing policies.

5. Target Audience
In-depth knowledge
of business
insurance products
but struggles with
Connexus.
GLEN
Is an expert at
Connexus but
finds business
insurance
complex.
CASEY
Not well-versed
with Connexus
or business
insurance.
ADRIANA

6. The Solution
Agency Transformational Model

7. Consultative
Approach
Business
Intelligence
Integrated
Training
Real –
World
Approach
Tailored
Training
Delivery
Feedback
Loop
Agency Transformational Model
Pre-training interviews and
surveys conducted with each
agency to customize training
• Product knowledge
• Process training
• Connexus platform
workflow
• Customer
Interaction skills
• Preparing actual system quotes
• Work on existing policies
• Role Plays
• Best Practices and demos
• Hands-on sessions
• Post-training interviews as
feedback loop to:
• Identify follow-up training
steps
• Build business intelligence
for performance support
• Individual Mentoring
• In-agency training for top
agencies
• Group and regional training
including virtual
• Prioritize high frequency
and high impact product
knowledge
• Leverage existing
business intelligence

8. Solution Components
AGENCY TRAINING TOOLKIT TRAINER ON-BOARDING IN AGENCY TRAINING
REGIONAL TRAINING ONGOING SUPPORT ENGAGEMENT
MANAGEMENT
• Prioritized Call Types
• Existing Content
• Any New Content
• Select 9 trainers
• Training & Shadowing
• Train the Trainer
• 178 Agencies
• Consultative & Customized
Training
• Product Training
• System Practice
• Gather Business Intelligence
• Webinars
• Group Events
• Role Plays
• Web Conferences
• Job Aids
• Post-Training Follow up call
• Tip of the week
• Success story emails
• Monthly web events
• FAQs
• Single Point of Contact

9. Implementation and Rollout
• In-Agency Training : 178 in-agency training sessions of 4
to 6 hours conducted
• Regional/ Virtual Training: Approximately 2500 people
trained in 6 months by 3 people in regional and virtual
training sessions which include about 315 webinars.

10. The Result
Business Impact and Feedback

11. Feedback
“She showed me
where to find stuff
and the tools and
where to look stuff
up. That was great.
It used to be that
whenever I wrote a
quote, I had to call
the help center, but
she showed me
where I could look
information up for
myself."
“She did really
a great job. I'm
writing a quote
in Connexus
right now and
she also helped
me with
another that
I'm working on
for next week.”
“The training
helped. It took
me about an
hour to do a
couple auto
quotes
today, but this is
a huge
improvement
because I
couldn't even do
it before.”

12. “Jim was able to
show me where to go
to find things in the
system that I knew
needed to be there for
the quote but that I
couldn't find. He really
helped me streamline
some things.”
“Some of the
tricks that she
showed me were
awesome. I wish I
had this (kind of
training) for other
programs.”
“I got more out of
that class than I ever
have from any
training you've done
before. I have been
here for 15 years. We
need to have
more training
Like that.“

13. Training Rating
4.6 4.7 4.7
4.6
Connexus expertise Product knowledge Trainer soft skills Overall effectiveness
Actual Trainer Photos

14. Recover Training Investment
Business Impact:
Strongly Positive Initial Results

15. Performance Impact: Increase in Weekly
Averages
Increase in
Weekly Average
Premium
0.95%
1 Quarter after In-Agency Training for 178 agencies.
Increase in
Weekly Average
Items
8.33%
Increase in
Weekly Average
Quotes
9.88%
Note: Revenue and productivity expected to trend up over time.
Results based on initial sampling three months after training.

16. Performance Impact: Percentage of Trained
Agents Who Reported Increased Business Impact
Agents
reported an Increase
in Weekly Average
Premium
52.87%
1 Quarter after In-Agency Training for 178 agencies.
Agents reported
an Increase in
Weekly Average
Items
53.45%
Agents reported
an Increase in
Weekly Average
Quotes.
56.9%
Note: Revenue and productivity expected to trend up over time.
Results based on initial sampling three months after training.

17. Trained vs. Untrained Agents
Performance in 1 Quarter
-20.00%-10.00% 0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00%
% Difference in Weekly Average Items
% Difference in Weekly Average Premium
% Difference in Weekly Average Quotes
% of Total Agents who reported an increase in
Items
% of Total Agents who reported an increase in
Quotes
% of Total Agents who reported an increase in
Premium
Untrained Agents
Trained Agents

18. Quarterly Increase in Weekly Average Premium for Trained
Agents
0
2
4
6
8
10
Quarter 1 Quarter 2
0.95
8.06
Weekly Average Premium Percentage
Increase

19. Summary
Note: Revenue and productivity expected to trend up over time.
Results based on initial sampling a quarter after training.
Measurable
Goals
Solution
Approach
Results
Increase sales and
revenue for
product line
Agency
transformation
al Model
0.95% increase in weekly average premium generated by trained
agents post training – 0.95% more than their untrained peers in the
first quarter of the post-training period.
8.06% increase in weekly average premium for trained agents in
quarter 2.
52.87% trained agents reported an increase in premium - 14.84%
more than their untrained peers in the first quarter of the post-
training period.
Improve
productivity of
agents
Agency
transformation
al Model
53.45% agents reported an increase in Items post-training – 13.88%
more than their untrained peers.
56.90% agents reported an increase in Quotes post-training – 22.85%
more than their untrained peers in the first quarter of the post-
training period.
8.33% increase in weekly average items generated by trained agents -
12.50% more than weekly average items generated by untrained
agents in the first quarter of the post-training period.
9.88% increase in weekly average quotes generated by trained agents
– 20.84% more than weekly average quotes generated by untrained
agents in the first quarter of the post-training period.

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