Set It And Forget It?
A well-known television infomercial salesman is now hawking a rotisserie oven he says takes the hassles out of cooking. On his late-night and off-hour programs, he claims the gadgets three-hour automatic timer lets you simply, Set it and forget it.
That may work for cooking chicken or ribs, but as we all know, it does not work for agency automation. What does work is paying attention to the various facets of agency technologyhardware, software and the processes that touch automation.
While thats easy to say, it seems that something is always more pressing, demanding our immediate and full attention. Still, it is critically important to continually review your automationboth hardware and softwareand establish a plan to maintain and capitalize on it.
When it comes to hardware, agencies can opt to house servers locally or use an off-site provider. Application service providers (ASPs) allow agencies, for a monthly fee, to offload this hosting process. Agencies that do this simply need to budget for the service, as well as local workstations, peripherals and an Internet connection.
Those who buy and maintain their own systems, on the other hand, must deal with a broad array of hardware and software issues. A natural inclination, I suspect, is to fall behind on this. Equipment ages. Operating system versions become outdated. And it often takes a system failureand a huge expenseto get agencies to catch up. To avoid this, you must understand new developments, contemplate how you want your agency to grow, plan and budget for upgrades, and carry out the plan.
But you need to think beyond the basic system. Do you use a DSL line to get to the Internet? Whats your backup? Should part of your plan be to install a cable line and modem just in case the DSL goes down? What about electricity? If you have a server in your office, you probably have an alternate power source in case of emergency. But what happens to your peripheralsswitches, modems, and so onwhen the power goes out? Your plan should include an alternative power supply for other hardware, too.
To cover all the bases, involve your people. If you provide them a basic education and familiarization with your system, youll be amazed at what they come back with.
By the same token, just spend time listening to your people. They will tell you, for instance, if a certain machine is working slowly. Agents need to realize that the efficiency of their staff has a direct correlation on their bottom lines.
Certainly, the whole topic of automation planning can be overwhelming. The good news is that you have resources to help. Virtually every insurance trade publication includes features on automation. Some offer a technical orientation, while others discuss ways your peers use automation.
Best-practices guides and papers also offer advice. For instance, ASCnet will unveil this spring a best-practices guide to interface, covering real-time interface, upload and download, bridging, direct bill download, and other related topics.
Trade associations also can help. Attend meetings and talk with fellow agents. Consider investing in a trip to a national user group meeting where technology providers exhibit their latest offerings. Similarly, users groups provide a range of education and training opportunities. Many are local or available online.
Not convinced you have time for all of this? In my agency, Im fortunate in that my partner focuses on the sales end of the business, freeing me to devote more time to running the office, including technology. You may have someone in your office who is passionate about technology. Set him or her loose. Or you may need to hire someone, perhaps part-time.
You also might be able to tap a local university or other school for students who are adept at technology issues and who could help as you set up and implement a plan. Technology consultants are another option. They generally charge by the hour, so their costs need to be part of the agency automation budget.
Regardless of who you enlist along the way or how you manage the process, one fact remains true: If you keep up with the hardware and software, and you budget for continuous growth of technology, then you wont feel the pain a lot of agents do. When it comes to automation, the TV sales guy is half right. Set it, but never forget it.
Stu Durland ([email protected]) is vice president and co-owner of Warwick, N.Y.-based Seely & Durland Inc. and president of Altamonte Springs, Fla.-based Applied Systems Client Network (ASCnet), the international user group of Applied Systems technology.
Reproduced from National Underwriter Property & Casualty/Risk & Benefits Management Edition, March 5, 2004. Copyright 2004 by The National Underwriter Company in the serial publication. All rights reserved. Copyright in this article as an independent work may be held by the author.
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