Make technology work for you
We all use technology, but are you using it, or is it using you? The Big Picture looks at today’s technology, and how to make it work for you.
Video transcript below:
Reporter: We all use technology, but are you using it or is it using you? Increased deficiency, improved partnerships and advanced billing systems are all pieces of an overall system that is available to brokers. But all too often, the technology proves too intimidating. Today’s Big Picture looks at Technology in today’s world and how you can make it work harder for you.
Bruce Derraugh, COO, First-On-site
Bruce Derraugh: When we look at the uses of technology in the business, insurance companies, brokers, commercial customers themselves are looking for higher levels of customer service and continue to be looking at ways in order to provide better levels of customer service. We’ve looked at it and we find that utilisation of technology is really the only way to provide better communication to customers, being able to reduce paper flow which again speeds up the timing of the claim getting done, but really keeps everybody involved and communicative, whether that’s the broker, whether that’s the insurance company or the property owner themselves.
In doing that one and done, right from the get go. So we’ve implemented technology for our field force, so that they are able to update information while they are at the job site and not waiting for them to get back to the office or 2 to 3 days later then updating the information. So the broker has, if they would like to have access to that information immediately, they have a picture of the [loss], they know and understand about the loss, they can have a reserve type of information and they get a feel for how they can actually help their customer. So those having that type of information technology really speeds up the whole process.
Reporter: Real time data makes measuring and improving work flow invaluable. Can the same technology be used to measure client satisfaction as well?
Bruce Derraugh: The use of this information in data and technology is critical for us to be able to measure the performance of our own staff. We’ve invested a lot of money in business intelligence software to ensure that not only the work that we are doing within the field is being achieved in a timely, rapid basis, but we are actually measuring across all of our offices that it is actually meeting the protocols of what our insurance companies expect. So you can have all the information in the field but you need to measure how well we are doing and that advancement in what we have done in the background enables us to make sure that we are ahead of the curve.