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.


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:

  • Executive and employee interviews
  • Field observations
  • Facilitated, in-depth workshops
  • Extensive topical research
  • An employee survey of field staff
  • Review sessions with business area heads and IT leaders to assure alignment
  • Executive steering committee reviews and oversight

Project Results

The outcome of the project was a well-defined strategy for remote and mobile computing capabilities, with collaborative alignment of all key internal constituents. Key benefits the client realized:

  • A detailed roadmap with clear recommendations and supporting research
  • Clarity around the business needs, capabilities, and priorities for the remote and mobile workforce
  • Identification of process design dependencies and alternatives
  • A step-by-step guide to realizing improvements in customer service, employee productivity, and profitability

The company is now ideally positioned to capitalize on its field presence, increasing its competitive advantage and supporting its growth strategy.

The project provided a clear strategy and roadmap for enhanced customer service, efficiency and productivity gains, and improved employee satisfaction.