By Karen Youngman
For nearly three years, the industry—including ASCnet—has worked together to help drive greater use of Real Time and Download among independent agencies and brokerages. Numerous articles have appeared about the topics and why agents and brokers need to embrace this technology. These articles addressed technical and business reasons, including greater agency efficiency, increased sales, the ability to focus more on client needs, easier training for new employees and more.
These are all valid reasons. I’ve seen each play out firsthand in my own agency.
Still, many agencies are not reaping the benefits of Real Time and Download. For some, I suspect, the idea is overwhelming. Where do you start? How do you do it? For some, it may just be human nature at play. You’re comfortable with things and are reluctant to change—or push others to change.
The industry-wide Real Time/Download Campaign recognizes these barriers and can help agencies overcome them. With the recently introduced 21 Day Challenge, the Campaign provides a detailed business plan to help your agency move forward and see positive change. Simply follow the steps laid out in the Challenge.
Where do you start? Right here: www.GetRealTime.org/21DC. The Champions Challenge spells out steps to take as a system administrator or other workflow champion. Agencies ready to take the leap should take the Agency Challenge, which details what to do to make Real Time the predominant agency workflow. For those less familiar with Real Time, the site provides a “New to Real Time” section that explains it all.
Included in the Campaign Web site is a Real Time Implementation Guide, along with valuable links to carriers and our management system vendor, Applied Systems. There is even a built-in Help button to direct you to the proper resource if you encounter a roadblock. The Campaign offers a range of resources, including on-demand Webinar replays that let you “see” firsthand how the technology works and share that knowledge with fellow employees. Best of all, the site and all of its resources are available at no cost!
As someone whose agency has adopted Real Time, I’m here to tell you that committing to change processes is one of the best things you can do to retain clients. After all, you worked hard to get them; Real Time makes it easier to keep them. I’ve also seen how new workflows can help attract new clients and sell more policies to current ones. Staff spends less time “pushing paper,” so more time is available to up-sell, cross-sell, round accounts and more.
Don’t be fooled. Change does not come without a little discomfort. The 21 Day Challenge can help you through that. You may encounter bumps along the way. If that happens, let someone know—either Applied, ASCnet, the Campaign or even me. If you see something you don’t like, speak up. We need to be the voices of change. It helps nobody if roadblocks exist. Following the 21 Day Challenge and working through challenges will improve processes in the long run.
Want to learn more or share your experiences? Get involved with your state or local agents association, ASCnet national or a local chapter, AUGIE, ACT or another industry group. These organizations need volunteers to help move the industry forward in many areas, not just Real Time. Through them, you can make your voice heard and, as I’ve learned through my own involvement, increase your own knowledge and make valuable contacts that can help your agency operate more efficiently and increase profits.
If you’re still on the fence about what Real Time can do for you, take the Karen Youngman Challenge: Go to GetRealTime.org and read the Real Time Implementation Guide. It won’t take 21 days…or probably even 21 minutes. Then, I suspect, you’ll be convinced to go to the 21 Day Challenge link and register.
What do you think? Are you up for the Challenge? What are your experiences with Real Time and Download? And how could the Campaign—or anyone else—make those experiences better?
ASCnet member Karen Youngman, CPCU, is personal lines manager at Don Allen Agency, Inc., Rochester, N.Y., and co-chair of the Real Time/Download Campaign. E-mail her at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .