{"id":1765,"date":"2016-06-17T00:00:26","date_gmt":"2016-06-17T07:00:26","guid":{"rendered":"https:\/\/www.microsoft.com\/industry\/blog\/uncategorized\/digital-insurer-digital-differentiation\/"},"modified":"2023-07-19T11:00:36","modified_gmt":"2023-07-19T18:00:36","slug":"digital-insurer-digital-differentiation","status":"publish","type":"post","link":"https:\/\/www.microsoft.com\/en-us\/industry\/blog\/financial-services\/2016\/06\/17\/digital-insurer-digital-differentiation\/","title":{"rendered":"The Digital Insurer: Digital Differentiation"},"content":{"rendered":"

Digital technologies are enabling insurers to implement a differentiating business strategy \u2013 and prepare agents to support tomorrow\u2019s customers.<\/em><\/p>\n

Everywhere you look, mobile devices are empowering people with anytime, anywhere connectivity that allows them to access, share and discuss information. Consumers expect the businesses they deal with to be just as connected, but for insurers, enabling digital work styles is about much more than keeping up with the latest technologies. They need to choose the right platforms and devices that will support a differentiating business strategy, within the organization and beyond.<\/p>\n

\u201cAll insurers have accessible mobile devices and ways to connect with clients and manage their business,\u201d says David Chalmers, global black-belt for enterprise devices and mobility at Microsoft. \u201cBut staying ahead of the competition is not simply about providing anytime, anywhere working. Insurers need to think about the business principles they\u2019re focusing on to differentiate themselves from the competition, and how the technologies and devices they put in the hands of their agents can support those strategic goals.\u201d<\/p>\n

Within that strategic picture, choosing the right technology is hugely important. \u201cWhen we talk about digital devices such as tablets, smartphones and two-in-one devices like the incredible Surface Pro 4, the key question is how they can maximize productivity,\u201d says Chalmers. \u201cWith these devices, insurers are enabling an agent who would normally go into the field with a few different devices such as a camera, a notepad, a smartphone and a rugged laptop, to collect all the information they need, take photos and notes and upload that information to the web using one or two devices. That\u2019s why finding the right digital device to enable them to manage their business priorities is key.\u201d<\/p>\n

In particular, insurers face the unique challenge of ensuring that their choices work for independent agents as well as direct employees. \u201cDecisions that the insurer makes, such as where to invest, where to build custom applications and so on, are very impactful downstream because the insurer\u2019s partners and independent agents also need to interact with this ecosystem,\u201d says Chalmers. \u201cInsurers need to deliver the same robust environment to those contractors as they do to their office workers. They need to make clear the company\u2019s business process, the applications it consumes, how to connect to its networks, which operating systems it supports and so on, and then to extend that beyond their own employees to make sure independent contractors such as claims adjusters and field agents have the ability to work in that enabled, any-device environment. Those independent contractors are free agents who work for several different companies, so insurers need to provide them with the easiest path to success.<\/p>\n

\u201cMicrosoft is a trusted partner with an incredible portfolio of services to help the insurance industry,\u201d says Chalmers. \u201cFor example, being able to put client data into an Azure cloud so it can be accessed securely anytime, anywhere, is hugely important. Independent contractors can be authenticated onto that framework to access client data and you can put the best productivity tools on the planet from Microsoft \u2013 with Office365, Dynamics, Skype for Business, Power BI and more \u2013 into their hands.\u201d<\/p>\n

Microsoft\u2019s ongoing focus on enterprise-level security and manageability is enabling insurers to secure their digital assets with unprecedented simplicity across all use cases. \u201cMicrosoft is the leader in this space,\u201d says Chalmers. \u201cWe enable device level, application-level and file-level management and security, as well as multi-factor authentication so insurers can have 100 per cent confidence that the data that is being consumed, edited and shared within their entire supply chain will not be compromised, whatever new industry regulations and security parameters and protocols arise. Most importantly, Microsoft is not only the best platform to keep pace with today\u2019s challenges of data security, mobile productivity and increasing client demands, but we are the strongest partner when it comes to helping clients build frameworks that can exceed the future expectations of their customers.\u201d<\/p>\n

\u201cHaving to worry about separate management for different devices brings more complexity and more cost, and these have been key issues for insurers\u201d explains Skand Mittal, worldwide industry lead, Mobility and Devices. \u201cFor example, many organizations have to rely on third-party software for multifactor authentication, which also impacts the end user experience because it introduces additional steps in the authentication process. But most insurers already have Windows technology, so they can manage their new Windows devices as they would their old ones. With Windows 10, multifactor authentication is core to the operating system. All the insurer needs to do is enable it depending on the type of authentication they want to deploy, whether that\u2019s facial recognition, biometrics or a pin code sent through a mobile phone. We also include key capabilities like automatic encryption at the file level, without the user having to do anything \u2013 so if the user loses a USB stick, for example, they know that all the information on it is secure. We\u2019re bringing PC-like management to mobile device management (MDM) software and we\u2019re opening Windows so third parties who own MDM software can manage their mobile devices from the cloud with much more granularity than before. That will be key not only for the end user experience, but also from an enterprise capability, security and management point of view.\u201d<\/p>\n

\u201cIt\u2019s much easier to make compliance part of a digital solution than it is with a paper solution,\u201d says Hasan Imam, director of customer success and solutions at DocuSign. \u201cPaper process breaks compliance: as soon as a piece of paper is printed out it\u2019s very difficult to enforce how a person uses it and what processes they follow. DocuSign has built-in workflow capabilities and when you combine that with a leading customer relationship management system like Microsoft Dynamics CRM and policy administration solutions like Accenture Duck Creek, you can create an end-to-end process that makes compliance easier and a lot more enforceable.\u201d<\/p>\n

Providing secure access to information for mobile workers can eliminate the time lags associated with information that can only be accessed from the office desktop, empowering agents to sell more, work more efficiently and deliver better service to their clients. \u201cWith the Microsoft platform, agents can now manage everything in real time, right in front of the client,\u201d says Chalmers. \u201cInsurance companies can now grant both agents, and independent contractors, access to corporate and customer data in Azure, through a very secure dual factor authentication process. Now everyone has access to marketing brochures, policy information, claim adjustments are more. Combine secure access with real time data, then add devices and apps that they\u2019re familiar with, and the competitive differentiators within the market start to emerge. For the insurance companies, this means all clients are getting a very high level of professional quality service, whether they have a direct agent or an independent contractor assisting them.\u201d<\/p>\n

Enabling those levels of service and engagement is key, as every agent, whether captive or independent, is a representative of the insurer\u2019s brand. \u201cWhen an agent visits a customer with a tablet, and can access all the information and functionalities they need on the spot, they can focus on engaging with that customer and concluding their business,\u201d says Mittal. \u201cMany customers can\u2019t take time out to visit their insurance provider, or to arrange multiple appointments with their agent. If they can arrange their insurance at a meeting in their own office or another location, they get a much better experience as well as enriched engagement.\u201d<\/p>\n

Digital processes are enabling the engagement and speed of execution these agents need to close their business more quickly and efficiently. \u201cAgents want to be able to quickly bind a policy agreement, making sure the agreement includes all the trading documents that are required,\u201d says Imam. \u201cTo do that, it\u2019s critical for them to be able to send proposals and countersigned documents. In-person, online and offline digital signing capabilities, such as those provided by DocuSign, enable agents to do business digitally wherever they are, even if they have no internet access \u2013 the solution will sync with the cloud to finalize the process.\u201d<\/p>\n

At the claims adjusters\u2019 end of the business, having everything on a dashboard with claims queued according to priority can streamline processes and enable fast claims resolution. \u201cIt\u2019s important for claims adjusters to process claims as quickly as possible and to keep the insured up to date,\u201d says Imam. \u201cUsing one device to take photos and notes, upload reports, update the insured and approve aspects of the claim such as repair estimates, accelerates that process.\u201d<\/p>\n

Familiarity with the devices and platforms being used is as important for the customer as it is for the agent, since both sides need to use the technology. \u201cIn an industry like insurance, which involves sensitive information, familiarity helps users to feel more secure,\u201d says Imam. \u201cFor insurers, using a technology like DocuSign that is already familiar to 50 million people gives them confidence that their own people are more likely to adopt it.\u201d<\/p>\n

Bringing together familiar platforms such as Dynamics CRM, Office 365, communication and line-of-business applications, and delivering those applications on mobile devices, has the potential to change the way agents and adjusters work \u2013 and this is what Windows 10 has been designed to do. \u201cUsing Windows 10 Universal Apps to develop applications means that insurers can preconfigure one app to adjust itself according to the size of the screen and the type of device being used,\u201d says Mittal. \u201cSo users can consume it in a consistent way across different devices without any incremental development effort from the organization.\u201d<\/p>\n

\u201cInsurers no longer need to develop an app several times for different devices,\u201d says Chalmers. \u201cWith Windows 10 they have a development framework that enables them to build applications on the Microsoft platform, that can be leveraged \u2018across screens\u2019, meaning the application can be used on a Surface Pro 4 or a Lumia smartphone (not to mention other Microsoft OS devices). That\u2019s making a real difference \u2013 an agent visiting a client can access everything they need and do business using their phone, tablet or two-in-one device because with Windows 10, every device can now be using the same application \u2013 a quick learning curve for the field and agents, and the productivity and efficiency goes way up.\u201d<\/p>\n

This is not just about making new apps available \u2013 it\u2019s about pulling together everything agents need to make them more productive. Ease of integration is key here, bringing together information from the traditional silos that exist in insurance to enable new applications that empower insurance workers. \u201cBoth Microsoft and DocuSign are open, Software-as-aService platforms,\u201d explains Imam. \u201cThat gives us flexibility compared to the old school, on-premise software model where it\u2019s difficult to make it work with newer applications.\u201d<\/p>\n

\u201cMany insurers have legacy applications that are built on Windows and they can be made available in different form factors without the need to rewrite or rip and replace the application infrastructure,\u201d says Mittal. \u201cWindows tablets have the ability to run those existing line-of-business apps along with modern apps that are more touch-enabled, built for an adaptive user interface. In addition, a Windows tablet with a detachable keyboard can be both your desktop and mobile device. Devices like Surface are completely changing the way workforces connect \u2013 Surface Hub, for example, has collaboration software built in to enable a next-generation conference room where people can work together on a big screen and take notes, connect with colleagues and put together portfolios and marketing materials, wherever they are.<\/p>\n

\u201cThese tools bring huge efficiency for the organization because they don\u2019t have to procure capital-intensive multiple devices for different scenarios. And it means that employees and contractors don\u2019t have to rely on multiple devices for different use cases. Connected to back-end systems, with access to all their applications from one device, they can engage with customers or catch up with emails and administration tasks wherever they are. That enables a significant boost to productivity.\u201d<\/p>\n

Enabling a digital work style that supports the organization\u2019s strategy is critically important to insurers today, and increasingly so as they look to the future. Today\u2019s technologies have the capacity to support a collaborative workforce well into the future \u2013 but more importantly, insurers need to make sure they can support tomorrow\u2019s customers. \u201cIn enabling digital work styles, insurers need to have an eye on the customer,\u201d concludes Chalmers. \u201cIt\u2019s the customer who is increasingly more educated, more situated with technology and whose expectations of service continue to increase because of that technology. We\u2019ve seen ten times more technological advancement in the past ten years than we did over the previous 50. Customers want to engage on the level they\u2019re accustomed to, enabled by the technologies they want to use, and insurers need to empower their workers to keep pace with that.<\/p>\n

\u201cThe millennials who are in high school right now operate in a vastly different environment from what the current insurance company client base looks like, and in the next ten years these millennials are going to be the potential customers that insurers are going to want to land their services with. Thus, insurance companies need to make sure their collaborative workforce is ready to support that next generation of clients, and Microsoft and its partners worldwide are here to help them achieve that.\u201d<\/p>\n

Download <\/strong>Microsoft\u2019s perspectives on the Digital Insurer<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Digital technologies are enabling insurers to implement a differentiating business strategy \u2013 and prepare agents to support tomorrow\u2019s customers<\/p>\n","protected":false},"author":624,"featured_media":9863,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ms_queue_force_push":false,"ms_queue_id":"","ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","footnotes":""},"categories":[1523,4255],"post_tag":[],"content-type":[1483],"coauthors":[4311],"class_list":["post-1765","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-financial-services","category-insurance","content-type-thought-leadership"],"yoast_head":"\nThe Digital Insurer: Digital Differentiation - Microsoft Industry Blogs<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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