Project Summaries

Listening to the Voice of the Agent

Listening to the Voice of the Agent

Project Details

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
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