“We aren’t attempting to interchange our folks in any respect. What we’re doing is augmenting and amplifying their expertise.” — Phil Leininger, SVP, head of buyer and agent options, Farmers Insurance coverage
Make it work, make it quick, make it simple
Leininger stated Farmers applies a 3 half framework, make it work, make it quick, make it simple, to each agent and buyer journey it touches, checking first {that a} system capabilities reliably earlier than optimizing for velocity after which simplicity. He stated the strategy is intentionally enterprise huge fairly than confined to his personal group. “This was not a service middle initiative,” he stated. “This was an enterprise initiative the place underwriting, product, distribution, company companions, the again workplace, and gross sales groups all got here collectively to unravel these challenges collectively.”
