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.

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

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

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 10 User Interfaces will continue to change not functionality

11. www.steveanderson.com 11

12. www.steveanderson.com 12 User Interface Web based computing Company Web Sites Comparative Rating Client Access Voice over IP (VoIP)

13. www.steveanderson.com 13 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

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 21 What is Real-Time?

22. www.steveanderson.com 22 Is this Real-Time?

23. www.steveanderson.com 23 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 25 What assumptions do we need to change?

26. www.steveanderson.com 26 What’s the impact?

27. www.steveanderson.com 27 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

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 53 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

65. www.steveanderson.com 65 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 74 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