britecon 2014 web services

SERVICESweb-Based

Prac%cal Applica%ons for Insurance Carriers

1

PHIL REYNOLDS10/19/2014WEB-BASED SERVICES

Topics for DiscussionOVERVIEW

2

PHIL REYNOLDS

1. Why Managed Services Ma=er to You

2. Advantages of the Service Model

3. Using Managed IT Services

4. First Hand Accounts


3

PHIL REYNOLDS

WHY IT MATTERS


New Business Pressures

4

PHIL REYNOLDS

WHY IT MATTERSExpecta6ons are changing for:

Work Habits and Company Culture

Customer Service -‐ Insured and Agent Experience

Opera%onal Efficiency


5

PHIL REYNOLDS

Complacency Kills BusinessesWHY IT MATTERS

But I’m doing great as is.

Average age of your employees, agents, insureds

Con%nually refine your niche

Parable of the boiling frog


6

PHIL REYNOLDS

WORK HABITSGenera6on Y

60%

40% Born after 1980Born before 1980

2014


7

PHIL REYNOLDS

25%

75%

Born after 1980Born before 1980

2025

Genera6on YWORK HABITS


8

PHIL REYNOLDS

50%Believe their employer discourages new ways of doing

things and will not reward them for innova%ve ideas.

Recrui6ng and Reten6onWORK HABITS


9

PHIL REYNOLDS

52%Expect to eventually work independently, instead of

working for a tradi%onal company.

WORK HABITSRecrui6ng and Reten6on


10

PHIL REYNOLDS

Since 1994

400% increase in “Fulfilling Career” while “Secure Career” has seen a 54% decline.

WORK HABITS


11

PHIL REYNOLDS

Recrui6ng and Reten6on

Millennials Expect

Quality family and leisure %me

Agency within an organiza%on

Efficient use of their %me

WORK HABITS


12

PHIL REYNOLDS

Recrui6ng and Reten6on

Millennials Expect

Flexible work hours and loca%ons

Inclusive company culture, open management

Intui%ve technology and high automa%on

WORK HABITS


13

PHIL REYNOLDS

Insured and Agent ExperienceCUSTOMERS

Your customers have or will have op6ons. Your compe66on is con%nually improving.


14

PHIL REYNOLDS


You are compe6ng with:

Large na%onal carriers

Other local mutuals

Direct to consumer channels


15

PHIL REYNOLDS


Compe66ve Advantage ( Three C’s )

Customer Service

Convenient Access

Compe%%ve Rates


16

PHIL REYNOLDS


Customer Service:

Friendly, accessible customer service representa%ves

Timely, fair claims se=lement

Self-‐service via mobile and web

Relevant and targeted communica%on


17

PHIL REYNOLDS


Convenient Access:

Quo%ng

Policy Inquiry

Endorsements

First No%ce of Loss

Claims Inquiry

Billing

Payments

Documents


18

PHIL REYNOLDS


Compe66ve Rates:

You can reduce rates if you control your combined ra%o

Expense Ra%o: opera%ng efficiency, reinsurance expense

Loss Ra%o: Risks analysis, data mining, underwri%ng


19

PHIL REYNOLDS

Opportunity CostEFFICIENCY

EfficiencyIs key to business success over the long term.


20

PHIL REYNOLDS


Unnecessary costs steal resources from real business opportuni6es.


21

PHIL REYNOLDS


Sunk Costs:

Opera%ons

Facili%es

Processes

Reinsurance Cost

Opportuni6es:

Customer Experience

Superior Staff and Service

Automa%on

Marke%ng and Expansion


22

PHIL REYNOLDS

Efficiency at ScaleEFFICIENCY

Managed services can help you:

Manage value added services instead of infrastructure

Lay a progressive technology founda%on

Increase the quality of your staff

Reallocate resources to add new value


23

PHIL REYNOLDS

ADVANTAGES


Why Is This Model AZrac6ve?

24

PHIL REYNOLDS

8 Dis6nct Advantages

Managed IT

Ongoing Updates

Control Costs

Accessibility

Spreading Risk

Disaster Recovery

Higher Security

Modern Technology

ADVANTAGES


25

PHIL REYNOLDS

Managed IT

Dedicated Field Professionals

24/7 Support

Drama%cally Expanded Capabili%es

Regular Maintenance

ADVANTAGESWhy Is This Model AZrac6ve?


26

PHIL REYNOLDS

Ongoing Updates

Best Prac%ces

Agile Project Management

Con%nuous Release

Steady Incremental Value



27

PHIL REYNOLDS

Controlled Costs

Fixed Monthly Expense over Cap Ex

Shared Costs

Pay Only for Required Capacity



28

PHIL REYNOLDS

Accessibility

Browsers are Ubiquitous on all Devices

No VPN or RDC Required

Extremely Low Down%me

Browsers Already Contain Tools for Disabili%es



29

PHIL REYNOLDS

Spreading Risk

Unlikely Outage of All Systems Simultaneously

Security Breach Contained

Risk of Obsolescence is Minimized and Segmented

Easier to Quickly Transi%on from One Service to Another



30

PHIL REYNOLDS

Disaster Recovery

Servers Not in Your Building

Backups Inherent in Most Services

Mul% Availability Zones with AWS

Local Device Agnos%c



31

PHIL REYNOLDS

Higher Security

Build Upon Secure Infrastructure

SOC / PCI Audits

More Eyes Equals Be=er Assessment

Many Contributors with Open Source



32

PHIL REYNOLDS

Modern Technology

Huge Range of Modern Technologies to U%lize

Web Apps are Appealing to Higher Caliber of Developers

Much Quicker to Deploy New Tech

U%lize Combined Power of Infrastructure and Soaware



33

PHIL REYNOLDS

BENEFITSWhy Is This Model AZrac6ve?

Address Business Pressures

Staffing -‐ A=ract Be=er Talent

Customers -‐ Be=er Communica%on and Sales Channels

Efficiency -‐ Reduce Your Combined Ra%o


34

PHIL REYNOLDS

SERVICES


Okay, but…SERVICES

35

PHIL REYNOLDS

HowHow do I leverage web services to drive value?


Prac6cal Applica6onSERVICES

36

PHIL REYNOLDS

You may already use:

Banking

Investments

Retail

Medical Records

Search

Communica%ons

Media Delivery

Messaging



37

PHIL REYNOLDS

There are many applica6ons you can move to web services right now if you haven’t already.



38

PHIL REYNOLDS

Email and Messaging

Calendar and Planning

Documents and Spreadsheets

VoIP Phone System



39

PHIL REYNOLDS

Virtual Mee%ngs

Website Development

Time Tracking

File Storage



40

PHIL REYNOLDS

Marke%ng Campaigns

Infrastructure



41

PHIL REYNOLDS

Email and Messages

Storage

Import History

Tagging and Flagging

Rules and Filters

Integra%ons

Spam Filtering

Mobile Integra%on

Admin Management


Email and MessagingGOOGLE

42


Email and MessagingOFFICE 365

43


Email and MessagingZOHO

44


Email and MessagingYAHOO

45


Key Differen6atorsSERVICES

46

PHIL REYNOLDS

Calendar and Planning

Interface

Recurring Events

Invita%ons

Physical Resource

Send As

Integra%ons

Mobile Integra%on

Admin Management


Calendar and PlanningGOOGLE

47


Calendar and PlanningOFFICE 365

48


Calendar and PlanningZOHO

49


Calendar and PlanningYAHOO

50



51

PHIL REYNOLDS

Documents and Sheets

Web Interface

Na%ve Applica%ons

Formadng

Sharing Sedngs

Familiarity

Font Libraries


Documents and SpreadsheetsGOOGLE

52


Documents and SpreadsheetsOFFFICE 365

53


Documents and SpreadsheetsZOHO

54


Documents and SpreadsheetsAWS ZOCALO

55



56

PHIL REYNOLDS

VoIP Phones

PBX Replacement

Call Management

Mul%-‐Device Support

Business SMS

Integra%ons

Faxing

Transfer to Video

Integra%ons


VoIP PhonesRING CENTRAL

57


VoIP PhonesMIGHTY CALL

58


VoIP PhonesOOMA

59


VoIP PhonesPHONE.COM

60

http://phone.com



61

PHIL REYNOLDS

Virtual Mee6ngs

Screen Share and Video

Number of A=endees

Audio and Video Clarity

Dependability

Recording

Switch Presenter

Mobile Integra%on

Sharing Focus Scope


Virtual Mee6ngsRING CENTRAL

62


Virtual Mee6ngsGOTOMEETING

63


Virtual Mee6ngsWEBEX

64


Virtual Mee6ngsBLUEJEANS

65



66

PHIL REYNOLDS

Website Development

Templates

Content Management

Style Editor

Code / No-‐Code

SEO Op%miza%on

Font Access

Connected Services

Speed


Website DevelopmentSQUARESPACE

67


Website DevelopmentWIX

68


Website DevelopmentWEEBLY

69


Website DevelopmentNAMIC WEB SERVICES

70



71

PHIL REYNOLDS

Time Tracking

Dead simple interface

Timer or Manual Entry

Tagging / Categorizing

Permission Levels

Repor%ng

Integra%ons

Export

Mobile App


Time TrackingTOGGL

72


Time TrackingTIMECAMP

73


Time TrackingTIMELY

74


Time TrackingTIMELY

75



76

PHIL REYNOLDS

File Storage

Storage Space

Desktop App

Mobile Browser

Mobile Preview

Permissions

Integra%ons -‐ BIG HERE

Rollback and Restore

File organiza%on


File StorageGOOGLE DRIVE

77


File StorageDROPBOX

78


File StorageBOX

79


File StorageAMAZON S3

80



81

PHIL REYNOLDS

Marke6ng Campaigns

Templates Quality

Analy%cs

Contact Management

Workflows

Style Editors

HTML Editor


Marke6ng CampaignsMAIL CHIMP

82


Marke6ng CampaignsCONSTANT CONTACT

83


Marke6ng CampaignsZOHO CAMPAIGNS

84


Marke6ng CampaignsSENDICATE

85



86

PHIL REYNOLDS

Infrastructure

PaaS vs. IaaS

Range of Services

Pricing Disparity

Soaware Architecture

Servers or Workspaces

Control vs. Simplicity

IT Exper%se


InfrastructureAWS

87


InfrastructureGOOGLE APP ENGINE

88


InfrastructureMICROSOFT AZURE

89


InfrastructureRACKSPACE

90


91

PHIL REYNOLDS

SUCCESS STORIES

britecon 2014 web services

Software