Projects
Listening to the Voice of the Agent
Project Detail
Client: A large Property & Casualty insurer
Business Area: Commercial Lines
Opportunity: Conducted 12 on-site visits to interview Agencies regarding their interfaces with new business and administration processes and shared feedback across three strategic projects
Results:
- Gathered key requirements of Agents to determine their four highest priority areas: Flexibility, Accuracy, Communication, and Timing (FACT)
- Challenged Service Level Agreements (SLAs) for timing and set goals to reduce backlogs of work in process
- Eliminated a renewal survey that annoyed agents by asking for redundant information, also reducing operational work by 3 FTE
