Biggest Agency Needs

There are three things that Tony Martinez, chief information officer, at Unison Risk Advisors sees as the biggest needs in agency technology today overall. Some of these are outwardly facing and some are more operation and internal in nature.

“First is that the industry needs to be more efficient in serving customers and improving the overall customer experience,” Martinez said. “How does the industry simplify the comparison and renewal experience? How does the industry utilize AI-powered chatbots to field customer inquiries? How does the industry use AI tools to streamline claims processing?”

The second item is just data. “The industry can benefit from access to consistent, cleaner, more accurate data to understand the market, customers and trends,” Martinez added. “This will allow for better business decisions and expose opportunities to focus sales resources.”

The third biggest need — efficiency and profit growth. “The industry needs to adopt automation for internal functions such as repetitive tasks, underwriting and renewals,” he said. “This streamlines operations, increases customer satisfaction and frees up labor to focus on sales and revenue growth.”