In their own words
Posted by David Gallagher on Fri, Feb 26, 2010 @ 12:07 PM
It's now been close to two weeks since iter8 and Deep Customer Connections released the study " In their own words", in which over 400 agents and brokers provided information on what they required from carriers in terms of technology. This research study was initiated by iter8 to provide agents with a vehicle to articulate their needs, so that iter8 and carriers could clearly understand what agents are seeking. In turn iter8 could make sure our products and services address these needs and carriers could also develop strategies to address these needs.
The outcome has been successful, and exceeded our expectations. The delivery by agents "in their own words" allowed the researcher, Deep Customer Connections to review direct quotations, and access agent ideas the way they wished to state them.
Deep Customer Connections is offering the study (at an affordable cost) to interested carriers through their web site. The agent associations that graciously issued the survey to their members have all been sent copies of the report, so that they have more information to help them plan strategies with their carrier partners. Numerous agent groups representing all the agents or brokers in their states and provinces participated.
iter8 issued an announcement to carriers and over 600 representatives followed up to get more data. Clearly such information is important to everyone, and we need even more information, and most importantly action plans to better integrate carriers and agents, and facilitate more effective response to policy holders.
We are excited to sponsor such an important study. If you would like more information, or a copy of two of the summary charts contact me.
iter8 is a leader in agent - carrier interaction, and it is through studies like this that we effectively understand the issues important to each. It is very clear that the number one need for independent agents - "Make the interface easy to access, easy to use and reliable" - can be addressed by iter8 solutions, with carriers that have developed business strategies to maximize the effectiveness of their distribution channel.
A second critical need - Real-time Integration with Agency/Brokerage Management Systems, Including Upload and Download" - is also an area that can be addressed (and has been addressed by many)
We plan to continue our research with agents and brokers so that we remain leaders in understanding agent needs in the area of agent - carrier interaction.