The campaign aims to increase usage of Real Time by encouraging agencies and brokerages already using the interface application available in their agency management systems to increase their number of Real Time transactions, and by encouraging agencies and brokerages that aren’t using the technology to implement it through their agency management system. Also, the campaign will encourage carriers to implement Real Time interface applications with their appointed agencies and also will encourage carriers that already using it on a limited basis to expand it to all transaction types with independent agencies and brokerages.

The slogan “Make it Your Business” says two important things:

1. It encourages agency employees to act and to learn what Real Time and Download can offer them and then to take specific steps to implement these interface applications.
2. It connotes how Real Time should become a core part of how all agencies do business, enabling employees to respond to customer requests immediately using Real Time and to have more time to advise customers and to sell.

The logo drives agents, brokers, CSRs, carrier personnel and other interested viewers to the industry’s dedicated site for the campaign—www.getrealtime.org. This site is designed to provide interested individuals practical implementation information on both Real Time and Download as well as direct links to vendor, carrier and user group pages for system-specific information, including implementation and troubleshooting steps.

Enough of the introduction! Now, let’s meet Eddie:

• The definition of Real Time as well as an insightful real-time implementation guide specifically for independent agencies and brokerages.
• Links to information from carriers, major automation vendors and user groups concerning their Real Time and Download functionality, automation vendors (or carriers) they work with, implementation and installation information, troubleshooting guides and contact information.
• Links to resources, including the AUGIE Workflow Timer, the AUGIE Cost Savings Calculator and the AUGIE Real-Time Time Study Report, and a link to www.ACTtech.org, a Web site that enables agents to run reports on the specific Real Time and Download capabilities their specific carriers offer through their automation vendor by line of business.
• A link to the AUGIE Commercial Download Policy Detail Agency Start-Up Guide.
• Information about Real-Time Stakeholder Commitments and links to documents that can help various stakeholder groups, as well as campaign materials, such as logos, ads, stories, speeches, presentations and more.

Second, and most significantly, there are tremendous cost-savings, efficiencies and profitability benefits to be gained by implementing Real Time. They include:

• Greatly speeds handling of customer service requests, thereby cutting response times;
• Improves retention by keeping customers happy through better service;
• Meets customer expectation for immediate service/request responses;
• Increases processing efficiency through consistent workflows across carriers as well as internally among CSRs;
• Boosts staff time for more productive activities, i.e. sales, pro-active advice and service and account rounding;
• Creates organic growth to the bottom line by generating efficiency cost savings and, most importantly, more time for new business development.
• Raises staff satisfaction.

Through Real Time, customer service is made simpler because the latest policy information is at the fingertips of producers and CSRs. Agency image is enhanced, driving greater customer satisfaction, increased customer retention, and heightened employee satisfaction with their job. Also, training costs are reduced because agencies and brokers do not need to train employees on different carrier workflows.

Even with “paper turned off,” which is how many companies now operate, agencies still need policy data to create documents—certificates of insurance, binders, ID cards, summaries of insurance, applications and more. Plus, agencies need up-to-date customer information in their management systems so they can conduct Real Time transactions, cross-market existing customers and generate reports. Without personal and commercial Download from their carriers, agency staff must manually maintain and update customer data.

While some carriers provide policy information access electronically via company Web sites, this limited solution doesn’t work well for independent agencies, which on average represent several carriers. For independent agents and brokers to serve clients quickly and efficiently, they must operate under a single, uniform workflow that includes personal and commercial Download. Without Download, agents and brokers also are burdened with the time-wasting and expensive task of learning, maintaining and training staff on divergent carrier workflows.

For Agency Non-Users

• Real Time inquiries are being used successfully by thousands of agencies today. Start with inquiries and then move to Real Time rating through the agency management system or a comparative rater. If something goes wrong, get help. Real Time is the workflow of the future. Tools and resources are available to help your agency and its staff through the journey.

For Agency Real-Time Users

• Boost agency-wide use of Real Time—go for more carriers and more transactions. Show and tell carriers, vendors and other agencies how Real Time helps your agency. Require that all of your employees use Real Time and monitor their usage. Take advantage of available vendor and carrier reports that indicate individual employee usage of Real Time. Get user groups and your state and national agent associations involved.

For Carriers

• Real Time inquiries help agencies save time and deliver better customer service. Plus, it saves carriers money because agencies will make fewer calls to service centers for info. Real Time rating can help your company grow with your agencies. It can actually help your company stay in the quoting process.
• Real Time technology implemented for one vendor can be re-purposed to use with additional vendors, especially if ACORD XML standards are used, which allow the carrier to reach most of its agencies. This is an important investment in the competitiveness of your company and your distribution force.
• You can influence agency decision-making, so encourage agencies to implement Real Time and Download, whether the message is delivered by the company’s marketing representative during a visit or by the CEO during a speech to a group of agents. Offer agents training, including partnering with specific vendors and user groups.

Message to Vendors

• Real Time inquiries and transactions should be a core part of your marketing and product demo activities. Tell agents what system or software versions they must have to benefit from Real Time.
• Implement— and if needed fix—new standards and functionality that enable Real Time and Download capabilities agencies want and need. Identify and add information fields that will make Real Time rating an effective tool so agencies don’t have to develop a “work-around.”

1. Promote the use of Real Time and Download to your CSRs and producers as well as to your carriers. Monitor individual employee usage and provide additional training where necessary.
2. Promote the Real Time/Download Campaign prominently in your office and with your carriers. (Tools: Go to www.getrealtime.org for creative materials you can use.)
3. Point out any implementation problems or slow performance to your carriers or automation vendor and work with the specific carrier or vendor to fix the problem.
4. Use carrier marketing visits, advisory councils and other opportunities to encourage carriers to provide Real Time functionality for all lines of business and all transactions.

1. Provide agents regular reports on your new Real-Time and Download transactions by vendor, and keep www.getrealtime.org, www.ACTtech.org and ACORD’s OARS database up to date with new functionality.
2. Partner with automation vendors to provide agencies Real-Time and Download implementation training sessions and in-agency training, and with user groups for training and communication opportunities.
3. Provide agencies a responsive help desk that is knowledgeable about Real-Time and Download how to implement these interfaces.
4. Educate marketing executives about Real Time and Download’s benefits and instruct them to encourage agencies to adopt Real Time and Download during visits. Carrier field reps also should know how to contact automation vendors to get immediate help while in an agency.
5. Promote Real Time and Download capabilities (and the campaign) to your appointed agents, promote agency implementation of Real Time and Download at agent association and user group meetings, and include Real Time and Download info and vendor installation info on your agents Web site.
6. Provide agencies usage reports showing Web site and Real Time and Download usage by employee.
7. Continuously review your real-time implementation progress to increase speed, eliminate double-entry and streamline the workflow so agents get an improved experience compared to the carrier’s Web site. Meet regularly with the specific automation vendors and user groups to discuss results and ways the overall agent experience with real-time implementation can be improved.

1. Promote Real-Time and Download (and the campaign) to agents on your Web site, in e-mail communications, in electronic newsletters, in trade ads, at agent meetings and in other agent communications, and promote agency implementation at agent association and user group meetings.
2. Provide agencies quick and knowledgeable troubleshooting support.
3. Provide agents regular reports about availability of new Real Time transactions and Download offered by carriers; keep www.getrealtime.org up to date with your product’s new Real-Time and Download functionality.
4. Offer Real-Time and Download implementation sessions and in-house agency training—on your own and with carriers—and provide carrier reps immediate support when they are at an agency.
5. Include Real-Time and Download info on your Web site (i.e., installation instructions, frequently encountered problems, directions for obtaining prompt assistance, carrier implementation lists, and links to user group and industry information) and deliver quick, knowledgeable trouble-shooting support.
6. Provide agencies employee Real Time usage reports, and provide carriers agency reports that show what system an agency is on, and whether the agency is configured for Real Time and using Real Time with other carriers. Provide information about the agency’s system version, if possible.
7. Continuously review your real-time implementation progress to increase speed, eliminate double-entry and streamline the workflow so agents get an improved experience compared to the carrier’s Web site. Meet regularly with the specific automation vendors and user groups to discuss results and ways the overall agent experience with real-time implementation can be improved.

1. Promote the Real Time and Download (and the campaign) on your Web site, in e-mail communications, in electronic newsletters, in trade ads, at meetings, and in other communications. Include Real Time information prominently on your Web site (installation instructions, frequently encountered problems, directions to obtain help, carrier Real Time implementation lists, and links to additional industry information.)
2. Provide training at national, regional and local meetings and publicize agent success stories, including testimonials of opinion-leading agencies in the user group.

1. Promote the Real Time and Download capabilities (and the campaign) on your Web site, in e-mail communications, in electronic newsletters, in trade ads, at meetings, and in other agent communications and direct agents to www.getrealtime.org for more information about Real Time and Download.
2. Provide Real Time sessions at conventions and partner with vendors, carriers and user groups to provide specific Real Time and Download training workshops.
3. Publicize stories about agency Real Time success stories, including testimonials of opinion-leading agencies in the state and nationally.

1. Continue to provide a forum for industry discussions of ongoing improvements in Real Time and how best to raise awareness and training of agents and provide oversight to Real Time/Download Campaign and its Web site. Enhance ACTtech.org and provide similar input for the ACORD OARS database.
2. Promote Real Time and Download capabilities prominently to agents, carriers, vendors and the industry on your Web site, in e-mail communications, in electronic newsletters, in trade ads, at meetings, and in other communications. (See www.getrealtime.org for creative materials your organization can use to promote Real Time and Download to agencies and carriers.) Direct agents to www.getrealtime.org for more information about Real Time and Download.
3. Fully support and recommend speakers for Real Time sessions hosted by associations, user groups or other industry segments.
4. Publicize agent Real Time and Download success stories, including testimonials of opinion-leading agencies.

1. Promote Real-Time and Download capabilities (and the campaign) to agents, carriers, vendors and the industry on your Web sites, in e-mail communications, in electronic newsletters, in trade ads, at meetings, and in other communications. (See www.getrealtime.org for creative materials your organization can use to promote Real Time and Download to agencies and carriers.) Direct agents to www.getrealtime.org for more information about Real Time and Download.
2. Continue to enhance the ACORD electronic standards, implementation tools, form standards and support services to facilitate easier implementation and use of Real Time by carriers, vendors and agencies.
3. Encourage carriers and vendors to implement the ACORD standards in their real-time transactions, to obtain ACORD certifications of these implementations and to report this information in the OARS database.