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					                                          National Service Group, Inc.
                                          4525 Park Road, Ste. 103B
                                              Charlotte, NC 28209
                                                800-527-4401




1995-2001 National Service Group, Inc. Confidential Material            Page 1
INTERACTIVE WEBSITE STRATEGY
WELCOME
National Service Group, Inc. (“NSG”) helps guide independent insurance
agencies in the customer service arena by providing on-line customer service
tools and integrated electronic marketing solutions that build on and maintain
trusted relationships with customers.

In 2000 we released the first version of i-REP, our 24/7 Online customer self
service module. i-REP is a dynamic real time platform that allows your agency to
establish two way communication with customers electronically by utilizing the
email addresses and customer information in your agency management system.

Our Internet Service Rep takes a giant leap forward in the effectiveness and
efficiency of electronic marketing and on-line customer service by providing a
“customer centric” Website strategy. The result is a comprehensive, integrated,
and scaleable platform that manages electronic communication with your
customers.

HISTORY
For years the agency automation initiatives focused on building an internal
database that was accessible from inside the agency walls. Today the Internet is
presenting a new challenge, tearing down the walls and making that data
available for your clients to manage. i-REP now offers the agency the facility to
take advantage of this Internet technology.

SINGLE ENTRY
Since this dynamic platform utilizes the customer information stored in your
management system there is no additional re-keying or re-entry of customer
information. i-REP integration “bridges the gap” between your management
system and Website, allowing your agency to utilize the two most important
pieces of technology and information already available.

BRANDING
NSG will meet the needs of the independent agency by customizing i-REP to
integrate with the existing templates in your agency Website, which means you
still maintain the current “look and feel” of your Website. Since i-REP is a custom
product NSG or i-REP will not appear on any pages your clients are viewing,
actually they never even realize that they’ve left your site.

PERSONAL PORTALS
i-REP has been specifically designed to interface with your management system
through a dedicated and secure point to point Internet connection that allows
agencies the ability to create secure and private “personal portals” for their
customers.

1995-2001 National Service Group, Inc. Confidential Material                    Page 2
REAL TIME COMMUNICATION
i-REP distributes and receives information in real time, so customers are always
viewing their current policy data and when they request changes, the CSR
assigned to that account is notified through the management system suspense.

CUSTOMER SURVEY’S
Over the past year the Independent Insurance Agent has seen vast changes
occur to the Internet technology offerings available for the industry. i-REP allows
your current Website the ability to make use of new technology and also gives
your agency the ability to adapt to the changing needs of the customer.

According to a study conducted by the research firm Cyber Dialog:

   -67% of insured would like to check on what’s covered by their policy online
   -56% of insured would like to check on the status of their claim online
   -47% of insured would like to look up data on other plans online
   -40% of insured would like to file a claim online

The IIAA concluded that over 70% of the people they surveyed wanted online
access to their insurance information.

E&O DISCLAIMERS
The customer will be notified through several methods that they are making a
request and that coverage is not issued or bound until they hear back from the
agency. NSG provides four different disclaimer locations throughout the I-REP
system to assure that your customer understands the process of submitting
change requests.

      1- At the beginning of each I-REP session your customers will be prompted
         to read a disclaimer regarding the submission of a change request and
         when that coverage is bindable.
      2- The same disclaimer is located in a prominent place in every I-REP
         screen.
      3- The insured is notified by a pop-up box that the request is being
         processed by the CSR.
      4- Email notification after submission that assures your customer that the
         request was received and the appropriate action is being taken and that
         coverage is not bound until they hear back from your agency.




1995-2001 National Service Group, Inc. Confidential Material                     Page 3
HOW CAN i-REP TRANSFORM YOUR WEBSITE?




“i-REP allows your agency to formulate an e-commerce strategy and move
beyond the marketing and branding aspect that the Internet had to offer years
ago and begin to recognize the Internet as a vehicle for attracting new
customers, retaining existing customers, and lowering costs through higher
efficiency and less human intervention.”


5 SERVICES IN ONE MODULE
These are the services your customers may perform while using the I-REP
Platform. You have control of enabling or disabling any service for your agency
or customers.
    Policy Services
        View – Basic Personal Info
        View Policy Detail (coverage’s, limits, premiums)
    Request Changes
        Add/Delete Driver
        Add/Delete Vehicle
        Add/Delete Mortgages/Additional Interest
        Basic Personal Information
        Policy Detail
    Certificate of Insurance
        View/Print Existing Certificates
        Add New Holder
        Request New Certificate
    Auto ID Cards
        View/print Existing Auto ID Cards
    Claim Services
        File a Claim – First notice of loss




1995-2001 National Service Group, Inc. Confidential Material                   Page 4
ASP HOSTING
i-REP’s on-line subscription service makes available the most advanced 24/7 on-
line customer service system without purchasing software or hardware, installing
upgrades, maintaining a server, or troubleshooting the system. Instead of buying
a system, you subscribe to an ASP version hosted in our data center.

PROACTIVE CUSTOMER SERVICE
Wouldn’t the possibility of finding out what customers think as they are thinking it
be a revolutionary development? Proactive customer service anticipates the
needs of the customer and reacts before the customers have time to ask a
question. i-REP improves your customer service performance by sending two
automated E-mail messages, these will be an integral part of every transaction.
The first e-mail is sent the minute the customer makes a request for change,
confirming the submission. The second message is sent when the transaction
has been processed letting the insured know the outcome, whether insurance
has been bound or not.

e-CONTENT DISTRIBUTION
This feature allows your agency the capability to use all of the E-mail addresses
already stored inside of your AfW database. Until now the process of sending
broadcast E-mails to these customers has been difficult to say the least. This
feature puts the power of E-mail marketing at your fingertips and will help you
utilize the low cost of Internet communication.

     Market new product offerings
     Conduct agency surveys
     Publish an online newsletter
     Remind customers of upcoming renewals
     Cross-sell competitive products

i-REP RESPONSE TRACKING
Run daily or weekly reports to track each i-REP action. These reports will be
generated directly from your AfW suspense and will help determine your
continued return on investment. By understanding the service habits of your
customers and measuring i-REP’s activity you may anticipate future needs
proactively.


      “I-REP saves your agency time and money while
    providing your customers with a valuable tool to help
                 them manage their lives.”




1995-2001 National Service Group, Inc. Confidential Material                    Page 5
i-REP SECURITY
NSG has dedicated substantial time and resources to ensure that adequate
firewalls have been constructed to address all security issues and to fully protect
agency data. All data shown on the screen is transmitted entirely from the
agency’s AfW SQL server and is up to the second in terms of how current the
information is. No information is stored on i-REP. Every time information is
displayed it is called directly from the AfW database.

AGENCY ADMINISTRATION
i-REP goes beyond basic security procedures to allow your agency to enable or
disable certain functions per customer or per agency guidelines. This
administration level will allow you to turn functions on/off like a switch, so the
agency has control over the functions of i-REP. These features include;

     Print/View Auto ID Cards
     Print/View Certificates, Add a Holder
     File a Claim
     E-mail Response
     Viewing of Customer & Policy Information Only


Typical i-REP Flow Chart of Connection to Client AfW System




1995-2001 National Service Group, Inc. Confidential Material                   Page 6
ABOUT NATIONAL SERVICE GROUP, INC.
NSG is an Internet and technology solutions firm. Since 1995, we have
concentrated the core of our focus on insurance and securities technology. We
apply our insight, experience and time tested methodologies to help companies
innovate quickly and align their organizations for strategic success.


We are passionate about transforming the way business gets done. “E-business”
has taken on a whole new meaning in the insurance industry. Most agencies now
realize that they are in need of re-positioning themselves into or expanding upon
their existing e-business strategy. We believe successful e-business will make
use of technology that enhances the enterprise’s ability to adapt to customer
needs.


Core Competencies:
Listed below are some of the skills and tools that NSG offers for the construction,
hosting and maintenance of world class Web development projects:
Development Tools                                    Languages                  Methodologies
MS Visual Interdev                                   HTML                       Project Planning (Scope)
MS Visual Studio                                     JavaScript, Java Applets   Risk Analysis
MS Visual Basic                                      C, C++                     Quality Assurance Protocols
MS Visual Fox Pro                                    TCL                        Documentation
MS FrontPage                                         VB Script                  Release Management
ColdFusion Studio                                    Visual Basic               Proactive Management
Corel Draw                                           Fox Pro
Adobe PhotoShop                                      Cold Fusion (CFML)
Macromedia Flash
Macromedia Director

Databases
MS Access
MS SQL Server
MS Visual Fox Pro
Oracle




1995-2001 National Service Group, Inc. Confidential Material                                             Page 7
                                                    i-REP FAQ’s
Q: How does i-REP connect with my agency database?
  A: NSG will connect i-REP to your database through a static IP address that can be routed
through your proxy server or external router. This is the only part of the process that requires
any agency involvement.

Q: How will i-REP integrate with my existing Website?
  A: NSG will meet the needs of the AfW agency by customizing i-REP to integrate with the
existing templates in your agency Website, which means you still maintain the current “look and
feel” of your Website.

Q: Does this solution require my agency to purchase additional equipment to run
 i-REP?
   A: No. The only requirement to connect with your agency is dedicated Internet access, a static
IP address, and AfW 4.0 or higher.

Q: How does i-REP communicate with my CSR?
 A: Through your AfW suspense. Anytime your customer submits a request for action, i-REP
will notify the CSR handling this account by posting a suspense to that CSR. Then your CSR
would process the request the same way they would a voice mail or fax request.

Q: Does i-REP write the customers request to my AfW tables?
  A: No, i-REP doesn’t automatically make any changes it simply submits a request for change to
the CSR handling that account.

Q: Will i-REP Notify my customer when the requested action is complete?
  A: Yes. i-REP will automatically notify your customer by email when the request is submitted
and when the action is complete. This type of proactive customer service will allow your agency
to address any questions of bound coverage before it arises.

Q: What security features does i-REP possess?
  A: NSG has dedicated substantial time and resources to ensure that adequate firewalls have
been constructed to address all security issues and to fully protect agency data. All data shown on
the screen is transmitted entirely from the agency’s AfW SQL server and is up to the second in
terms of how current the information is. No information is stored on i-REP. Every time
information is displayed it is called directly from the AfW database.

Agency Administration of Interactive Functions

i-REP goes beyond basic security procedures and gives your agency peace of mind,
by allowing you to enable or disable certain functions per customer or per entire agency. This
administration level will allow you to turn functions on/off like a switch, so the agency has
control over the functions of i-REP. These features include;


                                                    i-REP FAQ’s
1995-2001 National Service Group, Inc. Confidential Material                                 Page 8
     Print/View Auto ID Cards
     Print/View Certificates, Add a Holder
     File a Claim
     E-mail Response
     Viewing of Customer & Policy Information Only

Q: Does i-REP require any data removal or additional processing from my agency?
  A: No. i-REP will simply run query’s against your database to deliver the correct information to
your customers. All information that is displayed is in real time and up to the second in terms of
how current it is.

Q: Does i-REP offer any additional functions on the agency side?
  A: Yes, i-REP allows your agency the capability to use all of the email addresses currently
stored inside of your AfW database for content publishing or sending broadcast emails.

Q: What lines of business does i-REP support?
  A: In our current release i-REP will display information on the following lines of business;
              General Liability
              Personal Auto
              Commercial Auto
              Personal Property
              Commercial Property
              Commercial Umbrella
              Workers Comp
              Inland Marine
Q: What type of SQL Server access license does my agency need?
  A: You must posses or purchase a Client Access License (CAL) from Microsoft, it costs about
$70.

Q: How quickly can i-REP be integrated into our Website?
 A: Usually in under 30 days.

Q: What kind of technical support is included with i-REP? If we have a problem, who do we
call?
  A: NSG hosts i-REP on our servers and supports this application for your agency. Through our
800 number NSG will handle any technical issues or agency questions concerning i-REP.

 Q: Will I receive updates and functional enhancements as part of my Licensing agreement?
  A: Yes. You will receive all updates and enhancements as long as you are an i-REP customer.




1995-2001 National Service Group, Inc. Confidential Material                                 Page 9
A REAL WORLD EXAMPLE OF I-REP FEATURES
Kempkey Insurance and Risk Management Services Inc. licensed i-REP in the
fall of 2000 to add onto their existing Website. They are used as our case study
as we look at some basic policy service features of i-REP.



INTRODUCTION AND LOGIN SCREENS




Here you can see how Kempkey customized the name of i-REP to “Customer Zone” for
integration with their site. The welcome screen tells existing policyholders that they can
either log into their account or request logins by choosing a user name and password. A
new user cannot gain access to their account information through i-REP alone; they
must obtain approval from the contact at the agency first. This access is given by the
CSR using the “Internet “ button in AfW.


The login screen allows existing account holders to open their own “personal portals”
where they manage their own information, submit requests for policy services, or
perform the type of certificate and insurance services available.




1995-2001 National Service Group, Inc. Confidential Material                         Page 10
WELCOME, NAVIGATION & CHANGE INFO SCREENS




After the insured logs into the system, they see the information that is available to them
from i-REP. It includes all of their name and contact information, and displays the
policy(s) that are covered by the agency. They can then choose to begin working with
the actual policy they wish to work with by clicking the “next button”.


“Imagine the convenience you will provide your CSR by allowing Mr. Jones, who
works late practically every evening, the option of requesting a change to his policy
or adding a driver without playing phone tag for days. When he arrives home at
7pm, logs into his account and he creates a request that is transmitted in real time
to his CSR for processing the next day. That’s a “win-win situation.”



TECH BYTE
All of the data retrieval is done through point-to-point communication, from fixed IP
addresses, which are allowed to penetrate the firewall hardware and/or software on the
agency premises. Bandwidth is dramatically conserved as only text and numeric data is
called between the two systems. All graphic storage and information assembly and
processing are done on NSG’s state of the art servers, with full back up and redundancy
for 99.9% up-time reliability.




1995-2001 National Service Group, Inc. Confidential Material                          Page 11
ISSUING CERTIFICATES OF INSURANCE




When an insured chooses a policy that has a certificate already generated in AfW, they
can then re-generate the certificate from i-REP in real time. Simply by choosing the
“Certificate Type” button, the user can than re-print an existing certificate. While it is an
electronic file, it acts a great deal like a snapshot photograph of the document itself.
This extra precaution helps reduce instances where insured’s may change their policy
information.


“Imagine the time you will save your CSR by allowing your commercial customers
access to printing their own auto certificates of insurance or auto ID cards. Think of
how simple you will make this process for your largest customers who are online and
using their computers all day anyway. You are creating a win-win opportunity.”


TECH BYTE
When creating the file, NSG uses secure .pdf generator code they created in-house that
allows information to post directly from form fields to pre-formatted .pdf files and all of
the fields are locked for editing. We use standard Acord form styling for duplication of
the Acord forms in AfW.




1995-2001 National Service Group, Inc. Confidential Material                             Page 12
CUSTOMER SUPPORT
NSG offers the agency support and maintenance for their i-REP tool through
NSG’s 1-800 support number. It also includes periodic software upgrades of the
existing i-REP tool programmed by NSG.

REQUIREMENTS
i-REP requires an agency using AfW have at minimum 4.0. i-REP also requires a
dedicated Internet connection with a static Internet Protocol (IP) address that is
routable to your AfW SQL database. NSG has extensive experience in setting up
applications such as these and at the request of the agency can help fulfill these
requirements.

SUMMARY
What we propose here,”24/7 customer access to their policy data, Real Time
communication with a CSR, online claims filing , and Real Time generation of
certificates of insurance.”, will revolutionize the options your customers have for
conducting their transactions with your agency. We’re not suggesting there will
ever be a replacement for the human interaction needed in the insurance
process, but it’s easy to understand how some very basic functions that your
customers can perform, at their convenience, will allow you to improve your
service. All the while i-REP also allows your Customer Service Rep’s to spend
their time concentrating on different agency issues, directives, or cross selling, by
creating higher efficiency and less human intervention.

TRUTH
The truth is people are looking for opportunities to conduct business online, they
want the access, the convience, and the choice of working online with the
different companies that provide their financial services(banking, brokerages,
insurance). Remember technology is simply a tool to enable better
communication. It’s a means, not an end. The goal of I-REP is to enhance the
relationship between customer and agency.

OPPORTUNITY
Implementing this out-facing technology will improve the way you handle various
information exchanges with customers. This is an opportunity to show your
customers that you’re committed to providing the most advanced 24/7 customer
service, on their terms. What’s important to your customers is how your agency is
prepared to meet their needs and we all know that the core of any business is the
relationship with the customer.




1995-2001 National Service Group, Inc. Confidential Material                    Page 13

				
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