A recipe to increase ease of doing business and customer retention
To learn how the company could leverage innovative technology to better serve clients, Glatfelter recently established a Technology Advisory Council comprised of 12 independent agents and brokers to learn how the company could leverage innovative technology to better serve clients. “Council members cited that reduced data entry, simplified workflows, and adoption of industry standards would improve efficiency and increase customer retention and service,” said Larissa Tosch, vice president and chief information officer, Glatfelter. Armed with valuable feedback, Glatfelter recognized there were opportunities to use technology to embrace industry standards and improve ease of doing business.
Gradual implementation for successful data exchange workflows
The company selected Ivans, the industry standard for connectivity and data exchange between carriers, MGAs and independent agencies, to automate download and improve servicing across its agency and carrier distribution channel. Ivans counseled Glatfelter to align its interface goals with the Council’s priorities, beginning with download, and organize the download project into manageable phases. The upfront business analysis for optimizing the company’s download was a key to success, as Ivans system specialists took time to learn about Glatfelter’s systems and business needs. Once the mappings were complete and certified, a set of initial transactions for each line of business was sent to each council member’s Ivans mailbox, beginning with Business Auto, followed by General Liability, Property, Package and Umbrella, and most recently Crime and Inland Marine, to assess for accuracy. The incremental approach worked effectively, allowing the company’s agencies to accept download of one policy line of business at a time and gradually adapt workflows within their operations.
Significant staff time saved and positive brokerage partner feedback
Glatfelter has received positive feedback since implementing Ivans Download, significantly improving workflows and reducing manual data entry to save their distribution partners approximately 600 hours a month. Instead of keying in the same piece of data multiple times, they enter it in once through Glatfelter’s agent portal and the policy data flows back into their agency management system.
John Hamer is the director of operations at Horton Select Insurance, a brokerage partner who is already seeing the benefits of Ivans Download. “Glatfelter powered through the perception that program or niche business doesn’t lend itself to moving data using ACORD standards,” said Hamer. “Ivans has delivered an impressive pace of implementation, and receiving policies and endorsements electronically is a big time savings for us, coming right back to our bottom line.” The increases in efficiency and client retention have made Glatfelter an attractive MGA partner, allowing the company to enrich its current relationships and build new program business.
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