britecon 2014 web services
TRANSCRIPT
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SERVICESweb-Based
Prac%cal Applica%ons for Insurance Carriers
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Topics for DiscussionOVERVIEW
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1. Why Managed Services Ma=er to You
2. Advantages of the Service Model
3. Using Managed IT Services
4. First Hand Accounts
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WHY IT MATTERS
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New Business Pressures
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WHY IT MATTERSExpecta6ons are changing for:
Work Habits and Company Culture
Customer Service -‐ Insured and Agent Experience
Opera%onal Efficiency
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Complacency Kills BusinessesWHY IT MATTERS
But I’m doing great as is.
Average age of your employees, agents, insureds
Con%nually refine your niche
Parable of the boiling frog
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WORK HABITSGenera6on Y
60%
40% Born after 1980Born before 1980
2014
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25%
75%
Born after 1980Born before 1980
2025
Genera6on YWORK HABITS
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50%Believe their employer discourages new ways of doing
things and will not reward them for innova%ve ideas.
Recrui6ng and Reten6onWORK HABITS
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52%Expect to eventually work independently, instead of
working for a tradi%onal company.
WORK HABITSRecrui6ng and Reten6on
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Since 1994
400% increase in “Fulfilling Career” while “Secure Career” has seen a 54% decline.
WORK HABITS
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Recrui6ng and Reten6on
Millennials Expect
Quality family and leisure %me
Agency within an organiza%on
Efficient use of their %me
WORK HABITS
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Recrui6ng and Reten6on
Millennials Expect
Flexible work hours and loca%ons
Inclusive company culture, open management
Intui%ve technology and high automa%on
WORK HABITS
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Insured and Agent ExperienceCUSTOMERS
Your customers have or will have op6ons. Your compe66on is con%nually improving.
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Insured and Agent ExperienceCUSTOMERS
You are compe6ng with:
Large na%onal carriers
Other local mutuals
Direct to consumer channels
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Insured and Agent ExperienceCUSTOMERS
Compe66ve Advantage ( Three C’s )
Customer Service
Convenient Access
Compe%%ve Rates
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Insured and Agent ExperienceCUSTOMERS
Customer Service:
Friendly, accessible customer service representa%ves
Timely, fair claims se=lement
Self-‐service via mobile and web
Relevant and targeted communica%on
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Insured and Agent ExperienceCUSTOMERS
Convenient Access:
Quo%ng
Policy Inquiry
Endorsements
First No%ce of Loss
Claims Inquiry
Billing
Payments
Documents
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Insured and Agent ExperienceCUSTOMERS
Compe66ve Rates:
You can reduce rates if you control your combined ra%o
Expense Ra%o: opera%ng efficiency, reinsurance expense
Loss Ra%o: Risks analysis, data mining, underwri%ng
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Opportunity CostEFFICIENCY
EfficiencyIs key to business success over the long term.
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Opportunity CostEFFICIENCY
Unnecessary costs steal resources from real business opportuni6es.
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Opportunity CostEFFICIENCY
Sunk Costs:
Opera%ons
Facili%es
Processes
Reinsurance Cost
Opportuni6es:
Customer Experience
Superior Staff and Service
Automa%on
Marke%ng and Expansion
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Efficiency at ScaleEFFICIENCY
Managed services can help you:
Manage value added services instead of infrastructure
Lay a progressive technology founda%on
Increase the quality of your staff
Reallocate resources to add new value
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ADVANTAGES
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Why Is This Model AZrac6ve?
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8 Dis6nct Advantages
Managed IT
Ongoing Updates
Control Costs
Accessibility
Spreading Risk
Disaster Recovery
Higher Security
Modern Technology
ADVANTAGES
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Managed IT
Dedicated Field Professionals
24/7 Support
Drama%cally Expanded Capabili%es
Regular Maintenance
ADVANTAGESWhy Is This Model AZrac6ve?
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Ongoing Updates
Best Prac%ces
Agile Project Management
Con%nuous Release
Steady Incremental Value
ADVANTAGESWhy Is This Model AZrac6ve?
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Controlled Costs
Fixed Monthly Expense over Cap Ex
Shared Costs
Pay Only for Required Capacity
ADVANTAGESWhy Is This Model AZrac6ve?
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Accessibility
Browsers are Ubiquitous on all Devices
No VPN or RDC Required
Extremely Low Down%me
Browsers Already Contain Tools for Disabili%es
ADVANTAGESWhy Is This Model AZrac6ve?
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Spreading Risk
Unlikely Outage of All Systems Simultaneously
Security Breach Contained
Risk of Obsolescence is Minimized and Segmented
Easier to Quickly Transi%on from One Service to Another
ADVANTAGESWhy Is This Model AZrac6ve?
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Disaster Recovery
Servers Not in Your Building
Backups Inherent in Most Services
Mul% Availability Zones with AWS
Local Device Agnos%c
ADVANTAGESWhy Is This Model AZrac6ve?
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Higher Security
Build Upon Secure Infrastructure
SOC / PCI Audits
More Eyes Equals Be=er Assessment
Many Contributors with Open Source
ADVANTAGESWhy Is This Model AZrac6ve?
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Modern Technology
Huge Range of Modern Technologies to U%lize
Web Apps are Appealing to Higher Caliber of Developers
Much Quicker to Deploy New Tech
U%lize Combined Power of Infrastructure and Soaware
ADVANTAGESWhy Is This Model AZrac6ve?
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BENEFITSWhy Is This Model AZrac6ve?
Address Business Pressures
Staffing -‐ A=ract Be=er Talent
Customers -‐ Be=er Communica%on and Sales Channels
Efficiency -‐ Reduce Your Combined Ra%o
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SERVICES
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Okay, but…SERVICES
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HowHow do I leverage web services to drive value?
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Prac6cal Applica6onSERVICES
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You may already use:
Banking
Investments
Retail
Medical Records
Search
Communica%ons
Media Delivery
Messaging
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Prac6cal Applica6onSERVICES
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There are many applica6ons you can move to web services right now if you haven’t already.
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Prac6cal Applica6onSERVICES
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Email and Messaging
Calendar and Planning
Documents and Spreadsheets
VoIP Phone System
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Prac6cal Applica6onSERVICES
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Virtual Mee%ngs
Website Development
Time Tracking
File Storage
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Prac6cal Applica6onSERVICES
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Marke%ng Campaigns
Infrastructure
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Prac6cal Applica6onSERVICES
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Email and Messages
Storage
Import History
Tagging and Flagging
Rules and Filters
Integra%ons
Spam Filtering
Mobile Integra%on
Admin Management
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Email and MessagingGOOGLE
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Email and MessagingOFFICE 365
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Email and MessagingZOHO
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Email and MessagingYAHOO
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Key Differen6atorsSERVICES
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Calendar and Planning
Interface
Recurring Events
Invita%ons
Physical Resource
Send As
Integra%ons
Mobile Integra%on
Admin Management
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Calendar and PlanningGOOGLE
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Calendar and PlanningOFFICE 365
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Calendar and PlanningZOHO
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Calendar and PlanningYAHOO
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Key Differen6atorsSERVICES
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Documents and Sheets
Web Interface
Na%ve Applica%ons
Formadng
Sharing Sedngs
Familiarity
Font Libraries
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Documents and SpreadsheetsGOOGLE
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Documents and SpreadsheetsOFFFICE 365
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Documents and SpreadsheetsZOHO
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Documents and SpreadsheetsAWS ZOCALO
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Key Differen6atorsSERVICES
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VoIP Phones
PBX Replacement
Call Management
Mul%-‐Device Support
Business SMS
Integra%ons
Faxing
Transfer to Video
Integra%ons
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
VoIP PhonesRING CENTRAL
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VoIP PhonesMIGHTY CALL
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
VoIP PhonesOOMA
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Key Differen6atorsSERVICES
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Virtual Mee6ngs
Screen Share and Video
Number of A=endees
Audio and Video Clarity
Dependability
Recording
Switch Presenter
Mobile Integra%on
Sharing Focus Scope
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Virtual Mee6ngsRING CENTRAL
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Virtual Mee6ngsGOTOMEETING
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Virtual Mee6ngsWEBEX
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Virtual Mee6ngsBLUEJEANS
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Key Differen6atorsSERVICES
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Website Development
Templates
Content Management
Style Editor
Code / No-‐Code
SEO Op%miza%on
Font Access
Connected Services
Speed
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Website DevelopmentSQUARESPACE
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Website DevelopmentWIX
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Website DevelopmentWEEBLY
69
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Website DevelopmentNAMIC WEB SERVICES
70
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Key Differen6atorsSERVICES
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PHIL REYNOLDS
Time Tracking
Dead simple interface
Timer or Manual Entry
Tagging / Categorizing
Permission Levels
Repor%ng
Integra%ons
Export
Mobile App
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Time TrackingTOGGL
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Time TrackingTIMECAMP
73
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Time TrackingTIMELY
74
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Time TrackingTIMELY
75
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Key Differen6atorsSERVICES
76
PHIL REYNOLDS
File Storage
Storage Space
Desktop App
Mobile Browser
Mobile Preview
Permissions
Integra%ons -‐ BIG HERE
Rollback and Restore
File organiza%on
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
File StorageGOOGLE DRIVE
77
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
File StorageDROPBOX
78
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
File StorageBOX
79
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
File StorageAMAZON S3
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Key Differen6atorsSERVICES
81
PHIL REYNOLDS
Marke6ng Campaigns
Templates Quality
Analy%cs
Contact Management
Workflows
Style Editors
HTML Editor
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Marke6ng CampaignsMAIL CHIMP
82
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Marke6ng CampaignsCONSTANT CONTACT
83
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Marke6ng CampaignsZOHO CAMPAIGNS
84
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Marke6ng CampaignsSENDICATE
85
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
Key Differen6atorsSERVICES
86
PHIL REYNOLDS
Infrastructure
PaaS vs. IaaS
Range of Services
Pricing Disparity
Soaware Architecture
Servers or Workspaces
Control vs. Simplicity
IT Exper%se
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
InfrastructureAWS
87
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
InfrastructureGOOGLE APP ENGINE
88
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
InfrastructureMICROSOFT AZURE
89
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
InfrastructureRACKSPACE
90
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PHIL REYNOLDS10/19/2014WEB-BASED SERVICES
91
PHIL REYNOLDS
SUCCESS STORIES