About a dozen years ago, the consulting firm Deep Customer Connections was doing consulting work with a P&C carrier and learned firsthand how important ease of business was for agents writing business with carriers.
Nort Salz, co-founder and president of Deep Customer Connections, also saw there wasn’t any common language or metrics around measuring ease of business.
The most frequent point agents discuss about technology is rating systems, explains Salz.
“[Agents] want to get a quote,” he says. “They know if [a consumer] come into their office and wants auto insurance, if they can get the quote immediately they aren’t going to lose the customer. If they have to wait a couple of days for a quote they are going to lose the sale.”