timemark magazine - issue 2
DESCRIPTION
TIMEMARK magazine New Technology & Insurance Systems 1 - Dec 2011TRANSCRIPT
TIMEMARKmagazineN e w T e c h n o l o g y & I n s u r a n c e S y s t e m s
New Technology & Insurance Systems
Issue 2 - November 2011
How to effectively communicate with your clientsDocument Management System
Mobile Revolution
Broker Studio
Online Quotes
Virtual Underwriter
Phone App
Escape to funside
Testimonial
Running an insurance company is full of pressures and challenges. You have to outrun the competition and reach new clients and make your work efficient. So the question is what can you do differently to improve the way you run your company?
We are not an insurance company ourselves. We are a company offer-ing software solutions to insurance companies. Having roots in a software industry, we see your business from a different perspective than you. We are starting this magazine with an idea to open a channel of communica-tion with you and to tell you about our ideas and thoughts, what we see as being important and the right way to go. We have a lot to say. We are living in a moment of history where technol-ogy is rapidly changing and creating impact on yours and all other busi-nesses. We follow the technological changes and also understand the new opportunities they bring with them. It is our job to help you benefit from the new opportunities by constantly enhancing our systems and keeping you informed.
By Slava Krnjetin
Editorial
..: CONTENT :..
• How to effectively communicate with your clients ................page 2• Document Management System...............................................page 7• Mobile Revolution.......................................................................page 10• Broker Studio...............................................................................page 12 • Online Quotes.............................................................................page 14• Virtual Underwriter....................................................................page 16 • Phone app....................................................................................page 18• Escape to funside........................................................................page 20• Testimonial..................................................................................page 21
How to effectively communicate with your clients
I had an interesting call from a custom-er. They have realized that they have too many places where they keep and maintain client contact details on their systems. They have seen the need to establish a standard platform that the company will use for communicating with clients.Here are all the places where they cur-rently keep and maintain contact details of their clients:• Company Intranet. They separately maintain client’s details there as the In-tranet is accessible to everyone in the company.• Company website. If they allow clients to login to the website, their details are available on the website. • To ruun their business they arw using our Studio* (see below more ) - this is where they actually manage all their cli-ents data. • Individual keep contact details for some clients in Outlook. They keep details of clients whom they contact often as it is easy to use Outlook to send and receive the emails.• Employees keep some contact details on their mobile phones for quick access while they are outside the officeEvery element of it has its use and has some advantages that others don't. But when you put them all together it be-comes a complete chaos. They have to maintain clients’ contact details on too many places.
There should be only one place where cli-ent’s contact details come from. So the question is: what is the most logical system to use as a standard company-wide platform for communicating with the cli-ents?There was only one real option to use their current system – our Studio for that. We looked at our system with a critical eye and realized that we had to upgrade to reach the level of simplicity and provide features that others had. We had to match the easi-ness of Outlook to deal with e-mails. We have to be able to send SMS messages to clients’ mobile phones.So, we have upgraded the Studio with new features. We have made it a proper plat-form to communicate with clients. It elimi-nates the need to use other current tools. Here is what we did:There are many ways to list clients in the lsystem: to search by various criteria, to list clients belonging to groups or mailing lists etc. We have made sure that the lists include e-mail address and mobile phone columns. You can now choose to contact a particular client, all from the list, or to only those who are individually selected.
Emails
We have developed a form for send-ing emails to clients. This is our emailing tool used through the sys-tem. The form has several layout variations depending on how it is used. The following is the email form when opened from the individual cli-ent’s form:
TemplatesWe have recognized a need to create templates with standard e-mail messages and save them to the database. The templates can be used by employees to send e-mails to the clients. A new Template module is now available in the Studio. The employees can prepare standard messages and save them as templates. Once saved, they can be selected from the email form and it will provide the e-mail text to the form.We also understood that the messages must have ability to be personalised with the client’s name and other details. The client's name and other details can be embedded in the text of the messages. To make this possible we have introduced replaceable parameters. The pa-rameters like @Name, @First Name, @Address, @Suburb and others can be inserted in the text. The system will replace the parameters with proper values form the client's record.
SMSMany clients cannot be easily reached via e-mail. This is especially truth for professions where they are required to be out of their offices. Think of surveyors or architects that are always on sites. The only way to reach them is via mobile phones as they have the mobile phones with them all the time. To provide a tool to contact them via mobile phones we have created a SMS form. Using the form, the SMS messages can now be sent to the clients.
Please note that in order to use the SMS facility, your company has to sign a contract with the mobile provider. As this sends the SMS messages to mobile phones, usual contract is required.
Mail Merge Being able to create the mail merge documents is a standard feature that every system must have. Our Stdio system is not an excep-tion. We already had the mail merge facility. This has now been upgraded to a tool available in many places through the system. It follows the same rules as the emailing tool: you can mail merge all items from the list of clients, just to the selected ones, or to the current client only.
The following is a layout of the Mail Merge tool:
The mail merge is a feature of Microsoft’s Office products. We use Word to create mail merge documents. The Word uses its own templates and they have to be created and stored in a particular folder for the tool to be able to use them. The Word documents created with mail merge are often formal documents like invoices or certifi-cates.
Extracting data From time to time your company will have to extract some data from the database. There can be various reasons for that. One reason is to send client addresses to printing company to print labels to mail brochures to the clients.
We already had a tool for that and it looks like:
The employees can select fields to export from the field list and the resulting data will be displayed in the Excel file.
You have noticed that at the bot-tom of the form, most of the tools have a choice to select to log the message. This saves a Note re-cord with the message text so that details about the message are preserved and is linked to the clients’ records.The following four icons are used to select the tools mentioned so far. The icons can be seen in vari-ous places, like on client’s form, on clients’ lists, clients’ groups list and Note form. This makes the tools integrated in every part of the system.
Mobile Phones So far we have provided sev-eral tools to communicate with clients sitting in the office and using the legal system. The last 'missing' element was ability to access the client's con-tact details outside of the office. It is important to contact the clients via mobile phones. Fortunately, we al-ready had our Phone App designed exactly for that purpose. It accesses the Studio clients’ database and pro-vides ability to login, search for clients and display client’s details on the mobile phone.
As it works on the mobile phone, it offers several phone features including the ability to call the member, send SMS message and view the client’s address on map. Other tools
Once we have established the legal system as the communication platform, we can go back to the tools previously used by the company for communicating with clients. We have looked whether we could in-corporate some of them into our concept and make it more powerful.The first step was to look into Outlook. The Outlook is a useful tool for sending and receiving emails. We have decided to integrate Outlook in our solution. We have put a button on the Email form that allows an employee to open the Outlook. The data from the form pre-populates the Outlook, the e-mail ad-dresses, subject and message texts all display on the Outlook. With this feature, the Outlook can be still used, but there is no need to maintain client’s details in the Outlook anymore. What about the client’s lists on Intranet? The Intranet has its place in the company’s environment and is a useful tool available to every employee. The decision to maintain the clients using the Studio system made this easier. All what has to be done is to access the clients’ database and list contact details from there.
The company’s website still needs to be able to provide logins to cli-ents, to verify and display some of their data. There is only one place to access this data, the Studio clients’ database. All data is centrally main-tained there and other systems can access and read the data if required.With one upgrade to the existing Studio system we have managed to establish our Studio as a company-wide platform for communicating with clients. We have provided tools to send mass e-mails, SMS messages to client’s mobile phones, create mail merge documents and export data whenever required. We have also es-tablished the Studio clients’ database as the source of client’s data for use on Intranet and company’s web site.
Studio is a common name used for several products from our main product line. There are several Studios that we have developed so far: • MemberStudioisamember-ship management system used by a big association to manage their members.• LegalStudioisalegalprac-tice management system used to managelegalfirm• BrokerStudioisainsurancebrokingsystemAll Studios have the same base, user interface and many of the common functionality. We use the base as a platform - the starting point for developing new products.
DocumentManagement SystemOne of critical elements of every system is to provide efficient document manage-ment. Every solution claim to have one but how really effective are they? I have seen many bad solutions that it is worth exploring this topic.
There are several aspects of the document management sys-tem and we will look at each one in detail.
Document storageThe first and most important question is where the documents are stored. There are several ways to keep the documents and each of them has its good and bas sides.In the DatabaseMost of the system store documents in the database. On the surface this looks like the best solution. The advantages are easy to understand: all documents are in one place centrally controlled. The only way to access the documents is via pro-gram. This means that it is easy to control access to the documents and document versioning.The databases ware initially made only to store records with data. Over time, it be-came possible to store big blobs like docu-ments or images in the database as well. So the technology allows you to put the document in the database. This doesn’t automatically mean that it is the best thing to do. Keeping all your documents in the database is misusing the technology. We all know that this always backfires at some point.There is another bad side to storing files in
the database as well. Over time the data-base tends to grow very large and often becomes in-practical to handle. This es-pecially is a problem if the documents you are storing are big, and typically this is a problem if you are storing Excels or Word documents, as they have a large footprint.We have to consider another aspect of that as well. We live now in an Internet age. Every system must have a web in-terface as well as the usual desktop one. Sooner or later, the request will come to display the document from the database on the website. Getting the document from the database to the web can sometimes be very tricky. The old technologies used to store the documents, like OLE and the web don’t mix well. Keeping the documents in the database also does one more thing: it empowers the supplier of the document manage-ment system. You depend on them to get your document out of the database. What if you decide to move to another system? How can you get all documents out? Imagine if the documents were just files saved in some directory, how easy this task would be!
In the File SystemThe File System has been developed for one reason only: to manage files on the system. Each document is initially a file (unless you store it in the database). There is nothing more natural but to store the documents in the File System as it is opti-mised and perfected for that task. So, what are good and bad sides of such solution?The files will be stored in some folders, won’t they? So the first thing to consider is the folder structure. I have seen two types of designs following two different ideas.The first one is to create a separate folder for every client. The program creates a folder name by simply using the client name and adding the client ID (to insure uniqueness of the name). The first time it creates the folder automatically. After that it just uses the existing folder. I have developed such solution for a cus-tomer. We have invented the whole folder hierarchy to store the documents. We have created several levels of folders, some-thing like this:
The first level was the office name (as they had several), then the fist letter of the client name and only then the client name. The program was maintaining the structure by itself, no need to do anything manually. This served one unusual purpose. They deal with some clients more than with oth-ers. Some of them are big clients and they communicate with them all the time. The folder structure that we developed allowed them to put a shortcut to a client folder on their desktop. Just by clicking on the
shortcut opens the File System right on the client’s folder and all files are immediately available.Off course, being the File Manager, all of its power to protect the data with control-ling access and applying permissions are at hand. Accessing one client’s files program-matically is not the problem. The program prepares the folder structure and it goes directly to the client’s folder. The only dif-ficulty with such solution is being able to search document for all clients as this involves searching though the File System. Searching through the database is much quicker.
This lead to building a mixed solution one that has the best of the both words. We stayed with the File Manager, only this time we decided not to go overboard with the file structure. All documents are on the same folder. The place where the docu-ments are, are not of any importance any more. But we added one critical element: for every file we store we add a record in the database keeping information about the file: who it belongs to, and when and by whom it has been saved. It stores a file path to the document as well. This sepa-rates the physical storage from the infor-mation about the files.Having the files in the File System allows you now to have a full control of your docu-ments. You can easily back them up and display whenever you need. You can move them to another drive or archive. All you have to do is run a little program to change the paths of files in the database.
In the CloudThere is one big change that the future will bring to us. All our documents will be moved from your serv-ers and stored somewhere else with some of big providers. The “Cloud” is a new name for that. So, what will this mean to us? Initially, not too much. The programs will store and retrieve the documents in the same way as they do now. They are just going to be in a different place. The Cloud storage will have a choice of storing the documents in the database or in the File System. They have the servers there just the same as you do?The important word here is “initially”. The real changes will come later. The Cloud is a different me-dium and every medium has its own possibilities. We know one thing for sure: this will bring substantial changes and among the others in the way we handle our documents. We just can’t know what will change. At least for a while.
Document Production
Do not get confused with similarity in the names. The Document Management takes care of storing and retrieving your documents. The Document Production does what its name sais, it produces the docu-ments. This is how your quotes and invoices are created. Once the document is created it becomes just another file that has to be saved and this then becomes a domain of the document management.Some companies produce thousands of documents each week. The way this flood of documents is produced and stored can make a major impact on their system. I have seen systems running slowly like a dog. The purely designed document production system was to blame.If you have to add a spreadsheet or an image to the document storage there is no other option but to add them as they are. If, on other hand, your system creates documents and creates thousands of them, then it is important that a proper method is used for that.Too many systems create documents in Microsoft Word. This is quick to develop and make them work and is an easy shortcut for the developers. The problem with the Word is that it has a big footprint and crates files of large size. Transferring large files through the network wastes system recourses. It also makes the storage database inflate too fast. The usual way to resolve that is to add more power to the systems. But, buying additional servers and adding more grunt barely manages to compensate for the poor design.Much better option is to create your documentation in the PFD format. The PDF has many advantages over the Word:• It has a much smaller footprint• It is locked for further changes and satisfies the auditing requirements• It is also the world standard and it is broadly supported on the webCreating the documentation in the PDF format however requires much bigger software skills and longer time to develop. This somehow looks too much for most of the existing systems. We are using software that we purchased on the web. It allows us to create the documentation in the PDF and in a simple way. Each document type has to be defined as an XSL file. The XSL tags describe each part of the document: each text, define its format and also the complete layout of the document. It takes a bit of efforts to create it but the result is what you want to have. Using this software we have created literally hundreds of document types including invoices, quotations, renewal requests, sched-ules of currency and certificates.The resulting documents are well presented, small, fast to transfer through the network, created in a format acceptable to everyone and easy to store. What more can you wish from the system that pro-duces all your documentation.
We have been developing systems for insurance industry for more than 10 years. During this time we have been working on a range of projects from broking to un-derwriter’s systems. The following are the latest projects we have been working on
BrokerStudio
Broker Studio is a modern broking system. It is an in-house system used by your employees to manage customers, process their policies and claims. It is one of several products that together provide a complete set of tools for broker systems.
Online Quotes
Online Quotes provides on-line access for clients to get quotes, bind cover, pay for insurance and access their documentation. It offers class specific forms for various types of insurance.
Virtual Underwriter
Virtual Underwriter is a system that provides automatic quotation and bind-ing to insurance brokers. Develop for an underwriter to integrate to Stead-fast SVU and also underwriter’s backend system.
Phone App
Phone App - provides mobile access to clients' data. It is a tool for employ-ees only to view clients' data, while out of the office.
We are lucky to work with clients who dared to think ahead and embrace the opportunities that the technology was offering. We were developing systems for them and made use of the latest and upcoming technology. This put their busi-nesses ahead of the competition and gave them a several year advantage until the competition finally managed to catch-up. By that time, they were already mak-ing inroads into new areas and we were right there to help them with that.
Broker Studio Broker Studio is a modern broking system. It is an in-house system used by your em-ployees to manage customers, process their policies and claims. It is one of several products that together provide a complete set of tools for broker system.
The system is built as a number of interrelated modules with each module providing the tools for managing its own specific area. When put together, the resulting system is powerful, sleek, able to be highly customised and adjustable to each client’s needs
The system covers several key areas required to run the insurance brokerage:• Client Management stores all details about clients. It allows you to profile the clients and collect details that you can later use in marketing. You can enter multiple persons and address records per client.• Contact Management records all contacts with clients. Each contact is recorded as a new Note linked to the client. E-mails and SMS messages can be sent directly from the Contact Management.• Policy Management manages clients’ policies. It processes full insurance cycle: new business, renewal, endorsements, lapse and cancellation. It allows use of class-specific forms and documentation.• Claims Management manages processing of claims• Document Management creates and manages documentation and links them to cli-ents, policies etc. The documents are internally stored in the File System.• Task Management manages tasks and links them to clients. It supports task alloca-tion, follow-ups etc.• Marketing will help you create mailing lists with clients. Using the lists you can send e-mails and letters to clients. It supports mail merge.• Role–based Security is the internal security mechanism that controls overall user’s access. It defines what menu items the user will see and what the user can do with the data: view, update, delete, add etc.
Our Broker Studio is intuitive and easy to use. Users like its familiar Office look and feel. It runs as an internal web site and users login via the browser.
The Broker Studio provides you with several key benefits:
• You will have a powerful system to run your broking business.• You will have all data in one place and tools to manage it: their details, records of contacts with them, notes, tasks, electronic documents linked to them, their policies and claims.• You will have a modern system that is intuitive and easy to use and blends with other Office products,• You will embrace the latest Web 2 technology Broker Studio works in Windows environment.
There are various broking systems on the market. Very few of them manage to follow the latest technology advances and are struggling to implement new tools and features that the new technology is offering. Our Broker Studio has been built from the start to be native to the new environment of Internet, web services, mobile access etc. It helps you take advantage of the new opportuni-ties and stay ahead of the competition.
Online Quotes
We have done several online web services projects. Those are systems that our cli-ents use to offer various on-line services to their customers. The idea is to empower the customers and at the same time let them do the work for them.
The Online Quotes is currently being implemented with one of the biggest insurance brokers.
Online Quotes allows the broker to expose insurance product on Internet. It is one of several similar projects that we have done for insurance industry.Using the Online Quotes your clients can purchase insurance online.
They can do the following:
• Read and review details about the insurance product• Populate their data and request a quote.• Get automatically rated quote• Proceed to pay on-line for the insurance• Get cover and a policy number.• View their documentation on-line.• Renew policy when due.
The policy details and schedule with all other details are emailed to the client.
The clients see the following on-line quote:
The Online Quotes provides you with several key benefits:
• You can expose your products on web and let clients do the work for you.• Using the related product Broker Studio you will have a powerful system to run you insurance brokerage.• Using the related product Phone App will provide mobile access to your data• You will embrace the latest Web 2 technology
The product has been developed with the latest Microsoft Internet technology and hosted on a Windows server.
Using online quotes is an efficient way to expand your business and engage your customers in your day-to-day operation. They feel empow-ered as they can process their own transactions but at the same time they do the job for you reducing a number of people that you need to run your business.
Virtual Underwriter Very often processing a business transaction involves more than one system. An example is an insurance transaction where processing is initi-ated by the broker, continues with the insurer, and then comes back to the broker etc. The transaction is pro-cessed by two systems flowing from one system to another in real time. With the Virtual U/W project we have developed such system. It automates underwriters’ dealings with brokers. The system responds to brokers’ re-quests providing instant and automatic quotation and binding.
The system is integrated with both broker and u/w systems. It processes requests from the broker’s system and provides responses from the u/w sys-tem.
Broker’s request for quotation comes in a message containing broker, client and policy details. The processing goes as following:
Quotation
• All details are checked• Rating is automatically calculated• Quotation details are saved to the u/w system. To reduce need to create a client record for every quote all quotes are at this stage linked to the same generic client.• If a broker record does not already exist, a new record is automatically created and linked to the quote.• Quotation document is created as a PDF file• The quotation details and the PDF document are returned to the broker
When a binding request comes from the broker the following processing takes place:
Binding
• Details are checked• Policy number is generated• If the client's record does not already exist, a new client record is created.• A new policy record is created.• The quote is updated with the proper client and policy details.• All premium values are automatically posted to accounts to the accounting engine of the u/w system.• Policy Schedule PDF document is created• All details together with the document are returned to the broker
The system always attempts to process requests automatically and without operator’s interven-tion. A big percentage of requests are processed in that way.
There are some situations when the request cannot be completed automatically. This is the case when the quotation becomes referred or some issue or problem during processing occurs. If this happens the quote is saved to the u/w system and an email to the operator‘s is sent. The opera-tor will now use the u/w system and manually complete processing of the request.
In simple words the system will fall back on the existing u/w system if any issue occurs.
The system has been currently implemented within the following environment:
Brokingsystem
• All brokers the use this system and belong to Steadfast group of brokers. They login to Stead fast SVU web portal to request quotation, binding etc.• Our system receives broker’s requests from SVU via Email. The emails are automatically pro cessed and responded to.• The responses from u/w to the broker are entered directly to the SVU web portal using the web automation technique (or web crawling).
U/w system
• The underwriter uses Broker Plus as a basic system and QP2 as an additional layer providing class specific forms and documentation, workflow, automatic rating etc. The requests are saved directly to the QP2 and later posted to accounts.
The system has been in the production for half a year.
The Virtual Underwriter provides you with several key benefits:
• A majority of brokers' requests will be processed automatically without a human intervention.• The system is integrated with the u/w system and it will fall back to the system if there is any need for the operator to intervene.• Providing automated responses to broker requests will make servicing brokers inexpensive and result in big savings.
The product has been developed with the latest Microsoft Internet technology and hosted on a Windows server.
Their goal of system integration is to make two separate and very different systems work togeth-er and help you run the underwriting business. In earlier days providing quotes and binding was done by employees manually. Today it is all done on-line and in real time.
Phone App
Mobile phones are nowadays everywhere. They are the fully op-erational computers with integrated network and everybody has one all the time. The potential is huge and difficult to comprehend. A platform like this has never existed before. It is unavoidable that one day they will become an important part of your data processing.
It was expected that our clients would come up with requests to have a phone app for mobile access to their data. The smart phones are everywhere and it was high time to integrate them with the business. As a result we have developed Phone App, an app for mobile phones to access data from the databases.
Our Phone App provides mobile ac-cess to data for users of our prod-ucts. It can access clients' data from our products' databases but can be also made to access from any other database.
There are two main versions of the product that provide:• Access by employees. You em-ployees will login to the app to search your clients and view their data. They can view contact de-tails, addresses, notes, policies and claims about the client.• Access by clients. A client can login and access only their data in the database.
Once you find the client's data you can easily phone, email etc directly from the phone screen using details on the screen.
The following actions will work:
• Touching client's email address will open the phone's email screen with the email ad dress already populated.• Touching phone number will open phone's call screen with the phone number already there• Touching web address will open the client's web site• Touching View Map link will open a map showing the client location
The Phone App provides you with several key benefits:
• Your employees will be able to access data while on move• Your can provide access to your clients to view their data• You will embrace the latest mobile technology
The Phone App currently works with our existing products. It can however be easily modified to access data from other data-bases, like from your current insurance systems etc.
Phone App works with all of major mobile phone platforms: iPhone, Android and Windows 7.
Our Phone App provides a simple and efficient way to access your data when out of office. There are various scenarios that you can implement with the Phone App: access by your employees, access by members to manage their data etc. It will allow you to use the power of the modern mobile technology to help you run your business more efficiently.
Mobile Revolution
Few of us could imagine how far the mobile technology would go. It was just a phone at the beginning. Then it got a camera. Then suddenly the things start-ed to change very fast. So fast that most of us still can’t get with terms of what is happening. In order to understand how we came to this point we have to look at individual elements that made those changes possible.It actually is very simple and we all had it in front of us all the time. Only if we managed to look at this in a right way!Mobile phones are computers. We knew that, didn’t we? And we also knew that the computers have programs that can do everything. All those applications that make whole echo systems around mobile phones are just programs. So we knew that they would come. Somehow they still caught us by surprise. Mobiles are linked into a network. Off course, they are phones after all. So why have the apps that bring whether details, sky map, news, videos etc. sur-prised us so much? We do have already most of that on our home computers, don’t we?Everybody carries mobile all the time. We have such a powerful tool in our pockets. It is natural that it had evolved into something that we can’t live without. Just wait until they become the only way to pay at stores and supermarkets, to unlock our cars and houses, to control our TVs and appliances. Where will the end be?Now the question is: will this impact your business? You can bet that it will. It already has. Here are some details:Do your clients sit in their offices during the day? Many don’t. But they all have mobile phones. The mobiles are the only way you can reach them. So having ability to text them from your management
system is a critical method for communi-cating with them for business purposes.How can you reach your clients when you are out of the office? Do you carry a little phone directory booklet in your pocket? Do you have their contact de-tails stored on your mobile? For thou-sands of members? Surely not! The only right way to get contact details while out of office is to access your legal clients’ database via your mobile phone. And for that you need a Phone App, like one we do.We know one thing for sure, this is just the beginning. It will go far from this point on. We can see several of the next steps it will take, but after that, nobody can.
Itmaynotlooklikethatnow,butsoon this will become critical for your business. It is important to embrace the new mobile technology and im-plement as part of processing. The later you come to the party, the more difficultandcostlyitwillbe.
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