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CLIENT CASE STUDY


Digital agent app reduces costs by $3M

Accenture helped a leading global insurer develop an eAgent iPad app to move from a paper-based system to a digital solution.

Overview

Accenture helped a leading global insurer develop an eAgent iPad application that provides insurance agents with features for rating and quoting, electronic policy application capturing, along with signature, payment, offline credit card reader support and insurance policy submission. Accenture used Crittercism to monitor the application’s performance and agent compliance using the new application. The eAgent iPad application was successfully launched in 30 US states, with 12 additional states deployed at the end of 2014—resulting in more than 1,670 connected agents. This solution took the insurer from using legacy paper-based systems to a digital way of doing business. The company plans to extend the eAgent solution globally, starting with the United Kingdom, Canada and Asia.

Opportunity

A leading global insurer recognized that its legacy paper-based distribution systems were hindering business growth and were cumbersome and time-consuming, which led to slowed communications, difficulties in verifying data and issues with cost and efficiency. The insurer sought a digital solution to enhance agents’ capabilities and improve the conversion ratios in the field when selling insurance products.

Solution

Accenture possessed the industry knowledge and digital experience needed to implement an effective solution. Accenture Digital helped develop an eAgent iPad application that provides insurance agents with features for rating and quoting, electronic policy application capturing, along with signature, payment, offline credit card reader support and insurance policy submission. The team deployed the first release of the eAgent App in January 2014 in a few states in North America. The application development capability had high customizability and reusability built in the design, enabling quicker delivery to other US states and reducing the cost of development by approximately 50 percent. Application performance monitoring and analytics data from the app was captured using Crittercism, a mobile application performance management (mAPM) solution. The eAgent application was instrumented with Crittercism to monitor the application’s quality and more efficiently pinpoint and resolve issues. Additionally, the solution enabled the company to have visibility into agent usage of the app.

Results

The eAgent iPad application was successfully launched in 30 US states, with 12 additional states deployed at the end of 2014—resulting in more than 1,670 connected agents. Moving from legacy paper-based systems to a digital solution is projected to reduce operating expense by more than $3 million a year. In addition, agency efficiency and productivity has improved—the number of days to get an application from the agent to the home office has declined from 7.2 days to 1.9 days. This improvement is helping to generate an annual premium value of approximately $4.5 million, with an average weekly increase of $240 per agent using the eAgent iPad app versus paper. The company plans to extend the eAgent solution globally, starting with the United Kingdom, Canada and Asia.

Transforming the Field Force

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