A global insurance company relies on site visits conducted by its agents to assist clients with coverage selection and compliance. Traditionally, its field agents tour corporate facilities, collecting relevant information and notes on paper-based forms. At the conclusion of such site evaluations, these agents record additional notes, prepare summary reports, and document their recommendations.
The company realized that it needed to transform this model to improve the efficiency of its field agents, eliminate paper, and capture data electronically during a site visit rather than after. Enabling field personnel to perform effective site visit reporting is key to identifying risks and preventing loss while increasing customer satisfaction.
This company's insurance field personnel have been managing a large amount of paper, which has been cumbersome and unwieldy during site visits. Because the field personnel haven't had the ability to log the notes and data on-site in real time, there has been a high potential for information to be lost and accuracy to decrease upon returning to the desktop to re-key the information. The manual process of document preparation has limited the number of site visits in any given day, which in turn has limited the number of customers any field agent can support.
Depending on the insured property, a site evaluation report can take anywhere from 1-5 hours to complete using current paper-based solutions. Assuming an agent produces 60-100 reports per year, the reduction of just one hour in report production could yield efficiencies upwards of 75,000 hours for this insurer, based on 1,000 field personnel conducting client site visits. This efficiency increase translates into more time available to engage clients or to perform additional site visits.
The growth and continued maturation of the tablet computer allow today's insurance organization to enhance the productivity of its field personnel through compelling and engaging user experiences. The tablet can be a powerful enterprise desktop machine while leveraging the efficiency of the modern application design unique to the Windows 8 operating system.
This insurer engaged BlueMetal Architects to develop a Windows 8 tablet application to drive field enablement and productivity. The key goal was to allow field personnel to use a tablet device during site visits, then dock this device in their office, providing the best of both worlds to this segment of the workforce and freeing up time to be spent on other profitable activities. To achieve this goal, the BlueMetal development team leveraged the native features of the Windows 8 platform along with the native features of the tablet device.
The use of a tablet device and redesigned application achieved the following:
To maximize efficiency of the field personnel, the solution leveraged the capabilities of a light weight tablet device, including: camera, cellular communications, global positioning, touch screen and stylus devices for input. An important factor was the device's ability to be power efficient, capable of running disconnected from a power source for extended periods without imposing excess demands on the tablet battery. The solution also took advantage of the unique capabilities of the Windows 8 platform to enable a seamless transition from mobile to desktop usage, providing an appropriate user experience for each setting. From the outset, it was designed like a consumer-facing application, with a simple, attractive interface that minimizes the need for training.
The BlueMetal team's expertise with the platform enabled them to develop the right technical architecture, user experience, development processes, and a technical roadmap, all critical to the velocity of the project. The result to the insurer is a high rate of adoption, lower total cost of ownership over time, increased response time to customers, and a solution that exactly meets their needs.