THE CLIENT:
The client is an insurance solutions company serving various commercial markets across America. The company has a very strong client base of commercial insurance agents for whom they deliver a wide variety of insurance offerings designed to meet each client’s unique risk management needs. Their clients value the company’s astute technical underwriting capabilities and ease of doing business, coupled with a high level of service. The company builds long client tenures and sees strong retention rates.
THE BUSINESS NEED:
The client’s central investment used to successfully differentiate themselves from their competitors was a custom application for quoting and servicing their clients’ policy needs. They had invested some years back in a proprietary platform, but it had not evolved to meet the increasingly connected and collaborative cloud world of the company’s clients and their own internal business operations.
Knowing it was time for a change, the client reviewed several leading packaged application solutions but found that none of the available options did everything they needed. The company determined it was time to explore building their own product encompassing the latest technology enhancements and designed around their specific client and operational needs. They called Geneca in help them bring their product idea to life.
THE INITIAL INVESTIGATION:
In order to enable the company to invent their new product, Geneca partnered with the stakeholders to learn what was important to the quote, underwriting, and operations teams. We uncovered several workarounds created by employees that were time consuming and paper file dependent. Listening to the users, we added a task dashboard to enhance team communication and accountability to the plan. We also included a “time machine” feature to allow users to be transported to any date and time so they can see all of the information in the system as it existed, removing the need to print and maintain paper records. Both additions will allow the team to work more effectively and grow business without adding more staff.
We quickly set to work creating a set of mockups, a business flow, and an estimate for building a brand-new application centered around client responsiveness, team visibility, and operational efficiency. The client loved the designs and was surprised to learn that the cost to build a new application that served up exactly what they needed was less than the first-year cost of licensing a platform that did not.
THE RESULTS:
We worked closely with our client to produce a streamlined, collaborative, cloud-based process for managing quote requests, policy maintenance, and renewal processes. The result was improved visibility and responsiveness to clients. Key features include:
- One-stop, flexible, application entry handling all types of quote requests
- Employee task page giving easy access and accountability to workflow
- Interactive audit log with built in time machine
- Automated email flows with audit tracking
- Easy Endorsements during the life of the policy
- Intelligent, configurable pages to support digital transformation
- Report builder providing easy ability to create custom reports accessing real time data
The new application provides a user-friendly account dashboard that allows employees to easily move from submission to quote to policy to renewal. Using the task module, employees work more efficiently across departments reducing turnaround time to customers. The employees are thrilled with how quick and easy it is to access the data they need and complete tasks for their clients.
Including an interactive audit log in the account dashboard provides both ease of use and peace of mind. It clearly lists all actions taken on the account and captures all data including digital copies of all email exchanges. Users can click a single button to ‘transport’ to the time of the action and see all system information. No more endless printing, filing, and hunting for historical data.
‘Easy Endorsements’ allows users on the policy team to work on policy endorsements in a ‘parallel universe’ while the operations team manages the policy in force. This solution delivers exactly what the client needed that couldn’t be delivered by any available off-the-shelf solutions. We know that the ability to access and present current data is crucial, so we created a ‘report designer’ that enabled ability to create new custom reports without involving a developer. The team can query all data in their system and have found multiple ways to use data to increase business. It was just the right solution to fit the bill!
