January 2017 - Automation that enhances the agent experience and ultimately their selling and servicing capabilities is fundamental to enabling their success. But with so many potential areas to focus on – from portals to licensing and contracting to mobile – it can be challenging to know what to prioritize. Additionally, other factors such as competition for funding as part of a larger portfolio of initiatives or transformation agendas can complicate setting this agenda.

Whether supporting career and/or independent agents, evolving Agent Automation (at times referred to under the umbrella of Field Technology) to optimize value requires a deep understanding of agent activity and an equally deep understanding of the challenges they may encounter to sell and service their respective client base.

This brief offers best practice considerations that will help CIOs and their business partners focus attention to the most value-added elements of agent automation.

The Checklist

• Know your agent
• Create an inventory of opportunity
• Define metrics for success
• Understand mobile use cases and value
• Consider the impact of emerging technology