Agency Transformational ModelNIIT’s agency transformational model for one of America’s leading insurers is impacting the bottom line of a smaller business line with strong, positive trends.

The business insurance product line had met with less than desired results. The company decided to revamp the product line with:

• New and better products

• An improved technology

platform (Connexus)

• Improved training

The insurance major and NIIT collaborated to create a customized training solution to meet the business and performance goals of the product line.

Goals

BUSINESS GOALS

Increase sales and revenue for the business line.

Improve productivity of agents.

PERFORMANCE GOALS

Identify client needs.

Identify and position appropriate solutions.

Improve proficiency and comfort level with Connexus.

Transact effectively to generate quotes, issue policies and service

existing policies.

Target Audience

In-depth knowledge of business

insurance products but struggles with

Connexus.

GLEN

Is an expert at Connexus but finds business

insurance complex.

CASEY

Not well-versed with Connexus

or business insurance.

ADRIANA

The SolutionAgency Transformational Model

Consultative Approach

Business Intelligence

Integrated Training

Real –World

Approach

Tailored Training Delivery

Feedback Loop

Agency Transformational Model

Pre-training interviews and surveys conducted with each agency to customize training

• Product knowledge• Process training• Connexus platform

workflow• Customer

Interaction skills

• Preparing actual system quotes • Work on existing policies• Role Plays • Best Practices and demos• Hands-on sessions

• Post-training interviews as feedback loop to:

• Identify follow-up training steps

• Build business intelligence for performance support

• Individual Mentoring

• In-agency training for top agencies

• Group and regional training including virtual

• Prioritize high frequency and high impact product knowledge

• Leverage existing business intelligence

Solution Components

AGENCY TRAINING TOOLKIT TRAINER ON-BOARDING IN AGENCY TRAINING

REGIONAL TRAINING ONGOING SUPPORT ENGAGEMENT MANAGEMENT

• Prioritized Call Types• Existing Content• Any New Content

• Select 9 trainers• Training & Shadowing• Train the Trainer

• 178 Agencies• Consultative & Customized

Training• Product Training• System Practice• Gather Business Intelligence

• Webinars• Group Events• Role Plays• Web Conferences

• Job Aids• Post-Training Follow up call• Tip of the week• Success story emails• Monthly web events• FAQs

• Single Point of Contact

Implementation and Rollout

• In-Agency Training : 178 in-agency training sessions of 4 to 6 hours conducted

• Regional/ Virtual Training: Approximately 2500 people trained in 6 months by 3 people in regional and virtual training sessions which include about 315 webinars.

The ResultBusiness Impact and Feedback

Feedback

“She showed me where to find stuff and the tools and

where to look stuff up. That was great. It used to be that

whenever I wrote a quote, I had to call the help center, but

she showed me where I could look information up for

myself."

GLEN

“She did really a great job. I'm writing a quote

in Connexus right now and

she also helped me with

another that I'm working on for next week.”

CASEY

“The training helped. It took me about an hour to do a couple auto

quotes today, but this is a huge

improvement because I

couldn't even do it before.”

ADRIANA

“She really knew her way

around Connexus. With

the product knowledge,

she had a lot of handouts

and was able to show us

where we could look for

answers.”

“Jim was able to show me where to go to find things in the system that I knew needed to be there for the quote but that I couldn't find. He really helped me streamline some things.”

“Some of the tricks that she showed me were awesome. I wish I had this (kind of training) for other programs.”

“I got more out of that class than I ever have from any training you've done before. I have been here for 15 years. We need to have more training Like that.“

Training Rating

Connexus expertise Product knowledge Trainer soft skills Overall effectiveness

4.6 4.7 4.74.6

Actual Trainer Photos

Recover Training Investment

Business Impact: Strongly Positive Initial Results

Performance Impact: Increase in Weekly Averages

Increase in Weekly Average

Premium

0.95%

1 Quarter after In-Agency Training for 178 agencies.

Increase in Weekly Average Items

8.33%

Increase in Weekly Average

Quotes

9.88%

Note: Revenue and productivity expected to trend up over time. Results based on initial sampling three months after training.

Performance Impact: Percentage of Trained Agents Who Reported Increased Business Impact

Agentsreported an Increase

in Weekly Average Premium

52.87%

1 Quarter after In-Agency Training for 178 agencies.

Agents reported an Increase in Weekly Average Items

53.45%

Agents reported an Increase in

Weekly Average Quotes.

56.9%

Note: Revenue and productivity expected to trend up over time. Results based on initial sampling three months after training.

Trained vs. Untrained Agents Performance in 1 Quarter

% Difference in Weekly Average Items

% Difference in Weekly Average Premium

% Difference in Weekly Average Quotes

% of Total Agents who reported an increase in Items

% of Total Agents who reported an increase in Quotes

% of Total Agents who reported an increase in Premium

-20.00%-10.00% 0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00%

Untrained AgentsTrained Agents

Quarterly Increase in Weekly Average Premium for Trained Agents

Quarter 1 Quarter 20123456789

0.95

8.06

Weekly Average Premium Percentage Increase

Summary

Note: Revenue and productivity expected to trend up over time. Results based on initial sampling a quarter after training.

Measurable Goals

Solution Approach

Results

Increase sales and revenue for product line

Agency transformational Model

0.95% increase in weekly average premium generated by trained agents post training – 0.95% more than their untrained peers in the first quarter of the post-training period.

8.06% increase in weekly average premium for trained agents in quarter 2.

52.87% trained agents reported an increase in premium - 14.84% more than their untrained peers in the first quarter of the post-training period.

Improve productivity of agents

Agency transformational Model

53.45% agents reported an increase in Items post-training – 13.88% more than their untrained peers.

56.90% agents reported an increase in Quotes post-training – 22.85% more than their untrained peers in the first quarter of the post-training period.

8.33% increase in weekly average items generated by trained agents - 12.50% more than weekly average items generated by untrained agents in the first quarter of the post-training period.

9.88% increase in weekly average quotes generated by trained agents – 20.84% more than weekly average quotes generated by untrained agents in the first quarter of the post-training period.

Thank you. Follow us on:

www.facebook.com/niitels

http://www.linkedin.com/company/1029832

www.niit.com