implementing a multi channel webinar

Questions? Send them to [email protected]

AgencyPort Webinar:

Implementing a Multi-Channel Portal Strategy

February 17, 2010

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mailto:[email protected]


AgencyPortal

• 38 Installations since 2002

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http://www.harfordmutual.com/default.htm


Webinar Agenda• Introductions– Mason Power – Mike Albert

• Beyond AgencyPortal – Multi-Channel Web Strategy• Emerging Trends & how AgencyPort is Serving…– …What We’ve Heard in RFPs– …What We’re Starting to Hear in RFPs– …What We Think We’ll Be Hearing Soon in RFPs

• Q&A

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Outgrowing the Name• AgencyPortal has

become a lousy name for our software

• It is a Platform For– Agents– Consumers– Reinsurers– Brokers– Your Insurance

Products on the Web

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We’ve Outgrown the Name.Fat Guy In A Little Coat. Get It?

Work With Me Here.



Keys to a Multi-Channel Strategy• Leveraging common product definition– Separate, ground-up efforts for Agent, Consumer,

and Broker? No Thanks.• Using Standards– The Data: ACORD XML• Take advantage of a best of breed architecture• Avoid the vendor “Firehose”

– The Client Environment: XHTML• Stay on your toes.

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So, What To Call It?• AgencyPortal?• ConsumerPortal?• InsurancePortal?• AgencyConsumerBrokerInsurancePortal?• A Point of Sale– Your Products. For Everyone

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The Challenges of the Point of Sale

• Flexibility• Reacting to emerging

market opportunity• Where Underwriting and

Marketing Come Together in a HUGE love fest

• A very different challenge than Policy Administration

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Lessons Learned From Agents Apply to All

• Keep it “Slick, quick, and easy!”• Make Product and Benefit Understandable– Provide for simple up-sell

• Ask the Fewest # of Questions Possible• Keep users up to date on the status of their

submissions• There’s No Such Thing as Too Much Prefill



It Didn’t Work For Agents. It Won’t Work For Others Either• Don’t Design From the Company Point of View– Think about your users

• Don’t Loose Peoples Work– Auto-Save

• Don’t Offer unintelligible error codes• Don’t Under-communicate. Don’t Over-communicate

• Finding the right volume for email notification can be tricky

• Keep it Simple

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What We’ve Been Up To• AON Benfield FAConnect– Reinsurance Platform– Specialty Lines

• Consumer, consumer, consumer

• AgencyPortal in the Call Center

• Lots of R&D

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What We’ve Heard in RFPs

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More LOBs• Templates currently available for:– Workers’ Compensation– Commercial Auto – Homeowners– Commercial Property– General Liability– Crime– Inland Marine– Commercial Umbrella– Personal Auto– BOP

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More LOBs• RFPs for:– Directors & Officers– Kidnap & Ransom– Fiduciary Liability– Ocean Marine– Property/Terrorism– Auto Liability Carve-Out– Tourism Liability– Contractors’ Plant & Equipment

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Build & Maintain through Tools not Code

• The AgencyPort Toolkit Manages:– Rules– Edits– Dynamic Behavior– Data Corrections

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Case Study: Aon Benfield, AgencyPortal & Toolkit• Project

– Need: Portal to transact high volume, lower premium, global facultative reinsurance between via pre-negotiated facilities

– Scope at launch: • 6 Specialty LOBs (Auto Liability Carve Out, Commercial Property,

Terrorism, Homeowner's, Contractor's Plant and Equipment, and Tourism Legal Liability)

• Quote, bind, and endorse unique facultative risks in less than five minutes through a straightforward user interface

• Roles-based permissions (cedant, broker, market)• Real-time reporting on underwriting rules, overall activity and

production, Bordereaux, etc.– Timeline: 3 weeks for Proof of Concept; 3 months for v1.0 Launch

• AgencyPortal v4.0 Toolkit = 80% tools-based development / 20% coding

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Client Testimonial: Aon Benfield on the ToolKit

• Dawnmarie Black– Head of Global Products

for Aon Benfield Global Fac

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System Flexibility (rules, integration, UI)

• Leverage Existing Product Definition • Minimize Dual Maintenance• Keeping the Front End and Back End in Sync• Share– Rules– Valid Values– Edits

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End-User Personalization• AgencyPortal Supports:– Set defaults values within AgencyPortal to save

time when entering 'sweet spot' policies. • For example, an Agent who writes primarily NYC

Condominium policies can save away a set of defaults which pre-fill limits, request coverages, and default addresses all tailored to this profile of business.

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What We’re Starting to Hear in RFPs

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Call Center and CRM Integration• Higher Volume

Scenarios• Consumer• Captive Agency Force

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Consumer Self Service• Leverages Existing Portal

Components• Working on multi-state

launch of a Quick Quote consumer portal for 2 LOBs

• Development partnership status

• Long-term vision of our Consumer Portal

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Workflow/Collaboration• E.g. Referral to underwriter,

integrated with e-mail, IM/chat

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• Portal supports:• Multi-user

Workflow/Referral in WIP• E-mail integration• Quote copying/variation• Integration via XML with

BPM systems, workflow engines, policy admin, etc.



ACORD Form Upload• Introduced late 2009 as a SaaS solution provided by AgencyPort that

enables carriers to take an electronically generated ACORD form and transform the data into an ACORD XML data structure, enabling integration with a target system such as a web point of sale or carrier policy or rating system

• 3 Development partnerships in progress in small to mid-size commercial lines. Needs in common:– Quicker, more accurate than manual re-keying– Forms 125, 127, 129, 140, etc. (Commercial Auto, Inland Marine,

etc.)– Enrich data from third party services – Index with document management, other systems and route

through underwriting workflow– Step into a portal

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What We Think We’ll Be Hearing Soon in RFPs

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Long Term R&D• “additional data entry points other than browser”– .pdf upload– Mobile– Service desk integration (fax, postal mail,

telephony)• “global capabilities”– Multi-lingual– Multi-region– Multi-currency

• What’s next for you?

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Q&A• Have a question? – E-mail [email protected]– Call (866) 539-6623

• Find these slides online: http://www.slideshare.com/agencyport

• The Insight Blog: http://www.agencyport.com/blog/

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http://www.slideshare.com/agencyport/webinar

http://www.agencyport.com/blog/

implementing a multi channel webinar

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