The Connected Business of Insurance
April 25, 2013
Changing Consumer Expectations
In Canada, as most everywhere else, brands like Apple, Tim Horton’s and so many others are changing the way consumers expect to do business. Yet the insurance broker model in some cases has lagged behind in meeting these new expectations. Customers want to interact with businesses, including insurance brokers, through multiple channels, and not just traditional ones.
A couple of weeks ago, I spoke at length at the National Club in Toronto about Western Financial Group’s decision to adopt Applied Epic, a software platform that will enable us to realize greater business productivity, increased profitability and enhanced customer service.
New technology, specifically a broker management system, will be the single most important thing we do going forward at Western. Our 120+ offices across western Canada demand one scalable system, which is critical to our rapid growth trajectory. Our rigorous selection process, which included on-site visits, user-acceptance testing and a criteria list with hundreds of items, led us to Applied Epic.
Establishing a long-term platform for sustainable growth. By the end of 2013, Applied Epic will be in up to 120 branches, where one broker management system will automate workflows, mitigate risk, offer digital self-service to customers, and enable us to drive sustainable growth and profitability. Applied Epic offers us the flexibility to leverage technology evolutions such as mobility through one powerful broker management system.
A software system alone is not going to catapult any company in front of its competition. Rather, it provides a foundation for success and growth.
How is your business using technology to drive growth? Join the conversation and share your thoughts in the comment section below.
Jeff Burke is President and CEO of Western Financial Group (Network) Inc., the largest property and casualty brokerage in western Canada. It provides property, liability and life insurance as well as banking and investment services for more than 600,000 customers.