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IASA 2010 - Enhancing the Agent Experience
Enhancing the Agent Experience:
 Collaborative Content with a Transactional Focus



 Jennings Carpenter, Mennonite Mutual Insurance Company
 Eric Willis, Hyland Software
Why Agent Portals?
IASA 2010 - Enhancing the Agent Experience
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 Work


Source: 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 Work


Source: 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 Work


Source: 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 Work


Source: 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 Work


Source: 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 & technologies




Source: 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 & technologies




Source: 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, Novarica




Source: Tech Decisions for Insurance, “The Next Big Thing” February 16, 2010
“
Innovation needs to be part of your culture.
Consumers are transforming faster than we
are, 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 system
has enabled our agency‟s service associates to
clear their desks & focus on superior
customer 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 Processing




Sep. 07                             Sep. 08                                             Dec. 09
Viewed 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‟s
success. The implementation of Mennonite
Mutual‟s system has enhanced our
productivity, streamlined operations & has
allowed a greater focus on sales
opportunities.



                                         ”
- 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 our
agency the ability to manage accounts in a „real
time‟ environment…We no longer need to
file papers or print our unnecessary
paperwork, since all invoices, claims, current
declaration pages & endorsements are easily
accessed 24/7 via their agency portal.




                                            ”
- Peg R., Customer Service Reprentative
IASA 2010 - Enhancing the Agent Experience
IASA 2010 - Enhancing the Agent Experience
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
IASA 2010 - Enhancing the Agent Experience

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IASA 2010 - Enhancing the Agent Experience

  • 2. Enhancing the Agent Experience: Collaborative Content with a Transactional Focus Jennings Carpenter, Mennonite Mutual Insurance Company Eric Willis, Hyland Software
  • 8. 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 Work Source: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.
  • 9. 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 Work Source: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.
  • 10. 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 Work Source: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.
  • 11. 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 Work Source: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.
  • 12. 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 Work Source: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.
  • 13. 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 & technologies Source: Insurance Networking News, “Top Technologies Impacting P&C Insurers” April 5, 2010
  • 14. 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 & technologies Source: Insurance Networking News, “Top Technologies Impacting P&C Insurers” April 5, 2010
  • 15. 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
  • 16. 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, Novarica Source: Tech Decisions for Insurance, “The Next Big Thing” February 16, 2010
  • 17. “ Innovation needs to be part of your culture. Consumers are transforming faster than we are, and if we don‟t catch up, we‟re in trouble. ” - Ian Schafer, DEEP FOCUS
  • 18. 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
  • 19. 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
  • 20. 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
  • 21. “ Mennonite Mutual Insurance Company‟s system has enabled our agency‟s service associates to clear their desks & focus on superior customer service. ” - Cara K., Customer Service Manager
  • 22. 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
  • 23. 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 Processing Sep. 07 Sep. 08 Dec. 09 Viewed SharePoint Integration Completely Paperless Final Notices & at User Conference Pending Cancellations
  • 24. 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
  • 25. “ Operating efficiency is key to our agency‟s success. The implementation of Mennonite Mutual‟s system has enhanced our productivity, streamlined operations & has allowed a greater focus on sales opportunities. ” - Meg C., Operations Manager
  • 26. Paperless Agency Reporting  Monthly Reports • Commission Statements • Claims Reports • Production Reports  Available Online: 2nd Business Day  Agents Receive Commission: 5th Business Day
  • 27. 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
  • 28. “ Mennonite Mutual‟s system has given our agency the ability to manage accounts in a „real time‟ environment…We no longer need to file papers or print our unnecessary paperwork, since all invoices, claims, current declaration pages & endorsements are easily accessed 24/7 via their agency portal. ” - Peg R., Customer Service Reprentative
  • 31. Looking to the future…
  • 32. 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