The “Get Real Time” campaign launched last year, dedicated to improving the competitiveness of the independent agency distribution channel, offered eight New Year's resolutions–four for agents and four for their business partners–aimed at helping double the number of real-time agency transactions.

For agencies, the resolutions are:

o Commit to real-time transactions by making staff members use available connections, and direct more business to carriers that offer real time as part of their ease-of-doing-business efforts.

Agents can use the tools and resources available at www.getrealtime.org to jumpstart the process and to understand (and share with staff) what is available and how to begin.

o Train new employees only on management-system-based real-time functionality. Avoid the different workflows required to navigate individual carrier Web sites. Other employees will catch on quickly once they experience real-time efficiency.

o Make sure real-time functionality tops the agency's list of discussion items for carrier planning meetings.

o Measure progress carefully. For real time to be an effective workflow implementation, just like any other change, it takes good reporting and constant management monitoring. Vendors and carriers can help by providing agencies with tools to make it easy for them to monitor real-time usage by employees.

o Add real-time endorsements, which is an easy, logical next step for agencies already leveraging real-time inquiry. Reducing steps means agents can serve customers quickly and save money.

As for an agency's business partners, the resolutions suggested were as follows:

o Educate agents and employees on the benefits of real-time transactions. Show agents, step-by-step, how to get organized to begin use, and offer advanced training and support for those already using it.

o Continuously review real-time implementations with agencies to validate that they are efficient, eliminate redundant data entry and streamline workflows. The use of industry standards will increase their speed, and the consistent workflow will ensure agents have a smoother experience compared with the carrier's Web site.

o Make real-time transactions a priority in your association or user group advocacy agenda, targeting agents, carriers (both national and regional), vendors and others in the industry.

o Pick your spots. Since few can make and keep all of their resolutions in any given year, choose one or two, accomplish them, then add more.

More ideas are available in a PDF booklet titled “Real Time Stakeholder Commitments,” available at: www.getrealtime.org/documents/RTStakeholdersCommitments.pdf.

Jeff Yates, executive director of the Agents Council for Technology, said there is a lot to feel good about as the campaign nears the end of its first year.

Real time has captured the attention of a lot of businesses in the industry as agency principals and owners seek ways to free up their personnel's time, he said, adding that others who understand the benefits are financially supporting the campaign.

In 2008, the focus will be to continue the campaign's growth by making agencies aware of technological advances and seeking more improvements, said Mr. Yates.

“Several regional companies have been very aggressive implementers of real time,” said Mr. Yates, adding that the most dedicated carriers have people on the ground working with agencies, noting progress has been a mix of regional and nationals working toward this goal.

“The key is we want consistent quality experience for agents who use real time,” explained Mr. Yates. “We want to [develop] a system of feedback for agents who have problems,” and interested parties are gearing to do that.

“We feel good about where we are, but we have a long way to go,” he added.

Another challenge is developing a consensus report on real-time usage, he noted. Some are unwilling to divulge usage, while others are open in their tracking. “It's been a real mix throughout the industry,” he said.

Agency usage remains spotty, he conceded. The campaign is encouraging development of a reporting system to measure employee usage, with the goal being 100 percent commitment.

“We are seeing good growth, and some agencies are at 100 percent year over year,” observed Mr. Yates. “There are players out there that will go out and make this happen, and those are the ones that are making real time a real priority with their agents.”

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Agencies, Carriers Pressed To Make Real-Time Commitment

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