Client Spotlight:
MIDWEST PROPERTY AND CASUALTY INSURER
MOBILIZING THE WORKFORCE
Our client is a mid-sized property and casualty insurer based in the Midwest, serving personal, commercial, and specialty markets. Its products are distributed through a network of independent agents, and it is extending its reach into new states. The company has a long history of profitability and excellence in customer service.
Objective
The company’s goal was to improve customer service, employee productivity and satisfaction, and ultimately corporate profitability by optimizing its remote workforce and significantly expanding the mobile capabilities of its field staff. More specifically, the client was keenly interested in an integrated, coordinated approach to developing its mobile computing strategy.
Current Environment
The company had a remote computing alternative, essentially a laptop-based workstation with full network connectivity deployed in employees’ homes. Remote workers provided local presence for Claims, Sales, Loss Control, Premium Audit, and other areas, but their laptops rarely accompanied them into the field for mobile assignments.
Each department had its own initiatives and vision for the mobile and remote computing capabilities for its workforce, and was working with IT on their development.
Engagement Scope
Nolan collaborated with the client to design an approach to assess the current state, envision the future state, identify the gaps, and build a comprehensive strategy and a definitive plan of action for improving the company’s remote and mobile computing capabilities.
Specifically, the project included:
