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February 3, 2011
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About Nolan

The Robert E. Nolan Company is an operations and technology consulting firm specializing in the insurance industry.

For over 37 years, we have helped insurance companies redesign processes and apply technology to improve service, quality, productivity, and costs.

Our staff members are all senior industry experts with 15+ years in the industry.

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New Technologies for Sales & Services
 
Executive Director

While most insurance company websites are useful, they are a bit passive both in presentation and interaction. However, the opportunity to employ technology to attract sales and build stronger customer relationships has never been better.

Here are three key technology concepts you can use to guide the design of your sales and service processes:

  1. Process Autonomy. Design a highly interactive website that pulls the prospect through an iterative process that presents information specific to that individual based on a combination of their expressed interest, goals, and answers to well-formulated questions. This enables prospects to build a solution best for them, either during or prior to a consultation and tweaking session with a professional agent or broker.
  2. Transaction Transparency. The typical customer has little or no understanding of what happens after he or she answers all the questions. Not knowing what is happening can be frustrating and can even reverse the purchasing decision. Enabling applicants and agents to look in on the company on a real-time basis and see the progress their case is making through the process takes away the mystery and keeps them engaged.
  3. Social Networking. Customer and agent surveys are very useful, but even more effective are individual dialogues to better understand what they are looking for from you. This information becomes invaluable for product design, customer service, and future technology improvements.
These technologies are already in general use in other industries, from courier service tracking to pizza delivery. Banks to car companies are making use of social networks for web-based customer panels. Some auto repair shops enable their customers to log in and see their cars being worked on. These emerging "cool" features will, like many emerging technologies, become the standard expected from every company. Couple all of this with Internet-enabled mobile devices, and agents and customers are totally engaged in the process, including prospecting, sales, application, service, and benefits.
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NAMIC COMMERCIAL LINES SEMINAR
March 2-4, 2011
Renaissance Chicago Hotel
Chicago, IL
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COUNCIL ON LITIGATION MANAGEMENT ANNUAL CONFERENCE
March 23-25, 2011
New Orleans Marriott
New Orleans, LA
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LOMA CUSTOMER SERVICE CONFERENCE
March 28-30, 2011
Hyatt Regency on the Inner Harbor
Baltimore, MD
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We welcome the opportunity to meet you in person at any of these events. Click "Meet Onsite" to send us an email with your contact information. We'll be in touch to arrange a convenient time to meet you at the event.
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