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Within the insurance industry, brokers and carriers require ongoing communication between producers and underwriters for maximizing sales and boosting opportunities. Yet, often, companies are working with cumbersome and expensive customer relationship management (CRM) tools that can hinder rather than help the process. Further, departments frequently silo and lack efficient communication channels. When teams must generate reports and pull analytics, they rely on multiple legacy systems, many of which give different answers. Within this environment, operational deficiencies set in, detracting from the bottom line. So, when a major insurance carrier was ready to modernize their sales environment, they contacted UDig. By listening to their needs, we customized a modern solution built for all business cases and transformed how they worked.
When targeting insurance sales, underwriters and producers must work quickly and diligently to meet business goals and maximize opportunities. Technology must efficiently support relationships and highlight opportunities for partnerships. However, the legacy CRM systems of many insurers are not flexible enough to meet their changing business demands. This deficiency leads to many in the industry to turn to relying on Excel spreadsheets. While doing so addresses the flexibility issue, it creates vast issues that teams must spend time supporting.
As a result, our client was hindered in their ability to meet these priorities. With 20 underwriting platforms to manage, every task required multiple steps and workarounds. Employees were frequently bogged down with the following business inefficiencies:
We knew that in order to improve how our client worked, we had to design a web application that supported all users. Without this focus, employees would continually be challenged to meet daily business goals and improve sales growth.
So, we worked side-by-side with our client and engaged them in the following process:
Focus: Discovery Session With Stakeholders
Before we developed any strategy, we sat down with our client for a discovery session. We wanted to hear directly from the stakeholder responsible for delivering the solution and those that were using it daily in the field. We listened to their challenges. We asked questions about how they worked. And we encouraged open communication between teams.
By doing so, we could manage the expectations and needs of various sales groups, and bridge information gaps while giving all users a voice at the table.
Focus: Strategy Development
By understanding different workflows, we could normalize our client’s data to ensure similar fields and records across users. We also could build a solution that allowed employees to customize reports for their specific criteria. Ultimately, from the very beginning of our support, we could make sure that every design step supported a solution that works for every business case.
During this step, we supported them with the following key elements:
Today, our client has an industry-leading web application that has empowered associates to drive business growth through new accounts and retain profitable relationships. Where reports were once a laborious task, now, each user can search and report elements critical to a project’s success. They have workflows accounting for agency relationships management, profit-sharing plans, and sales scorecards. Data that was segmented across Excel sheets are now warehoused centrally for easy use and more accurate reporting. Employees can also see correspondence history with an integrated calendar tool. Everyone can view sales trends and figures at a glance, and proactively work. And users can share documents, send emails, and generate reports whether they’re at their desk or traveling to client sites. Across their sale ecosystems, they have a scalable, robust tool that meets everyone’s needs — and sets them up for success.
