Bringing together OnBase & SharePoint to change the insurance agent experience.

2. Enhancing the Agent Experience:
Collaborative Content with a Transactional Focus
Jennings Carpenter, Mennonite Mutual Insurance Company
Eric Willis, Hyland Software

3. Why Agent Portals?

5. Everyone‟s connected…

6. Communication Evolution

7. Communication is King…

8. Top 10 Imperatives for Insurers
Make GOVERNANCE Work
Chart a Course
to PROFITABLE
MARKETS
Benefit from Fast Path
BUSINESS NEW PRODUCT
OPTIMIZATION DEVELOPMENT
Put the Drive Dynamic
Rethink DISTRIBUTION
LEGACY DATA
to Work Channels
Capitalize on Apply Smarts to
Risk
Intelligence to Claims
UNDERWRITING
Analysis
manage LOSSES Link CUSTOMER Analysis
Profitability
COMMUNICATION
Analysis
Holistically
Make GOVERNANCE Work
Source: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.

9. Top 10 Imperatives for Insurers
Make GOVERNANCE Work
Chart a Course
to PROFITABLE
MARKETS
Benefit from Fast Path
BUSINESS NEW PRODUCT
OPTIMIZATION DEVELOPMENT
Put the Drive Dynamic
Rethink DISTRIBUTION
LEGACY DATA
to Work Channels
Capitalize on Apply Smarts to
Risk
Intelligence to Claims
UNDERWRITING
Analysis
manage LOSSES Link CUSTOMER Analysis
Profitability
COMMUNICATION
Analysis
Holistically
Make GOVERNANCE Work
Source: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.

10. Top 10 Imperatives for Insurers
Make GOVERNANCE Work
Chart a Course
to PROFITABLE
MARKETS
Benefit from Fast Path
BUSINESS NEW PRODUCT
OPTIMIZATION DEVELOPMENT
Put the Drive Dynamic
Rethink DISTRIBUTION
LEGACY DATA
to Work Channels
Capitalize on Apply Smarts to
Risk
Intelligence to Claims
UNDERWRITING
Analysis
manage LOSSES Link CUSTOMER Analysis
Profitability
COMMUNICATION
Analysis
Holistically
Make GOVERNANCE Work
Source: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.

11. Top 10 Imperatives for Insurers
Make GOVERNANCE Work
Chart a Course
to PROFITABLE
MARKETS
Benefit from Fast Path
BUSINESS NEW PRODUCT
OPTIMIZATION DEVELOPMENT
Put the Drive Dynamic
Rethink DISTRIBUTION
LEGACY DATA
to Work Channels
Capitalize on Apply Smarts to
Risk
Intelligence to Claims
UNDERWRITING
Analysis
manage LOSSES Link CUSTOMER Analysis
Profitability
COMMUNICATION
Analysis
Holistically
Make GOVERNANCE Work
Source: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.

12. Top 10 Imperatives for Insurers
Make GOVERNANCE Work
Chart a Course
to PROFITABLE
MARKETS
Benefit from Fast Path
BUSINESS NEW PRODUCT
OPTIMIZATION DEVELOPMENT
Put the Drive Dynamic
Rethink DISTRIBUTION
LEGACY DATA
to Work Channels
Capitalize on Apply Smarts to
Risk
Intelligence to Claims
UNDERWRITING
Analysis
manage LOSSES Link CUSTOMER Analysis
Profitability
COMMUNICATION
Analysis
Holistically
Make GOVERNANCE Work
Source: 2010 SMA Research © 2010 Smallwood Maike & Associates, Inc. USA. May not be reproduced by any means without express permission. All rights reserved.

13. Top 10 Technologies Impacting
P&C Insurers
1. Modern policy & claims management systems
2. Web services & SOA tools
3. Business intelligence & analytics
4. Predictive modeling tools
5. Advanced fraud detection solutions
6. Web 2.0 & social networking technology
7. Product development & configuration solutions
8. BPM solutions, including workflow & rule engines
9. Portal & internet technologies
10. Mobile devices & technologies
Source: Insurance Networking News, “Top Technologies Impacting P&C Insurers” April 5, 2010

14. Top 10 Technologies Impacting
P&C Insurers
1. Modern policy & claims management systems
2. Web services & SOA tools
3. Business intelligence & analytics
4. Predictive modeling tools
5. Advanced fraud detection solutions
6. Web 2.0 & social networking technology
7. Product development & configuration solutions
8. BPM solutions, including workflow & rule engines
9. Portal & internet technologies
10. Mobile devices & technologies
Source: Insurance Networking News, “Top Technologies Impacting P&C Insurers” April 5, 2010

15. “ Policy administration systems, agent portals
& business intelligence will be among top
insurance spending priorities a new report
from New York-based Novarica finds.
”
Source: Insurance Networking News, “Back to Basics for IT Budgets” January 28, 2010

16. “ Agent portals offering both informational &
transactional functions have become a key
component of insurers‟ strategy as they strive to
be „easy to do business with‟ for their
”
distributors.
- Matthew Josefowicz, Novarica
Source: Tech Decisions for Insurance, “The Next Big Thing” February 16, 2010

17. “
Innovation needs to be part of your culture.
Consumers are transforming faster than we
are, and if we don‟t catch up, we‟re in trouble.
”
- Ian Schafer, DEEP FOCUS

18. Mennonite Mutual Insurance Company
 Established in 1895 in Orrville, OH
 First President was J.M. Smucker
 Property & Casualty Carrier
• Homeowners Packages
• Commercial Packages
• Niche Markets: Farmowners /
Agribusiness & Churches
 Independent Agency Network

19. Agency Portal Project
 Project Initiated in 2007
 Focused on Improving Agency Communications
 Areas for Today‟s Discussion
• Competitive Advantage
• Speed to Portal Delivery
• Policy & Claims Management
• Paperless Agency Reporting
• Payment Processing
• Looking into the Future

20. Competitive Advantage
 Compete with Larger Tier I & II Carriers
 Innovative Offering to Agents
 Reduce Cycle Times: Clean, Timely Work from Agents
• Online Submissions
• Required Information & Documents
 Enhanced Service for Both Agents & Policyholders
• Reduced Inquires into Agency Services
• Empowers Agents to Serve Policyholders

21. “
Mennonite Mutual Insurance Company‟s system
has enabled our agency‟s service associates to
clear their desks & focus on superior
customer service.
”
- Cara K., Customer Service Manager

22. Speed to Portal Delivery
 SharePoint Site Creation & Maintenance
• Content Stored within SharePoint
• Collaborative Environment
 Transactional Information
• Content Stored within ECM System (Folder Access)
• Business Process Managed within ECM System
 Ease of Integration
• Initial Portal Delivery
• Agent Portal Maintenance / Changes

23. Project Timeline
Oct. 07 Oct. 08
Project Plan Kick-off Beta Online Payments
Apr. 08 Jun. 09
Entire Agency Roll-out Online Commercial Quoting
Jan. 08 Jan. 09
Beta Agency Roll-out Online Payments Processing
Sep. 07 Sep. 08 Dec. 09
Viewed SharePoint Integration Completely Paperless Final Notices &
at User Conference Pending Cancellations

24. Policy & Claims Management
 Policy Lifecycle Management
• Submit Submissions Online
• Receive Quotes for Potential Insureds
• View all Policy & Supporting Documentation
 Agent Access to all Claim Information
• View all Documentation Regarding the Claim
• Status of the Entire Claims Process
• Quickly Respond to Policyholder Needs

25. “
Operating efficiency is key to our agency‟s
success. The implementation of Mennonite
Mutual‟s system has enhanced our
productivity, streamlined operations & has
allowed a greater focus on sales
opportunities.
”
- Meg C., Operations Manager

26. Paperless Agency Reporting
 Monthly Reports
• Commission Statements
• Claims Reports
• Production Reports
 Available Online: 2nd Business Day
 Agents Receive Commission: 5th Business Day

27. Payment Processing
 Previous Paper-based Process
• Agent Takes the Payment
• Create Receipt & Send Payment
• Potential Month-end Carryover Issues
 Electronic Submission via SharePoint
• Prefilled Electronic Form
• Key in Check Number & Generate Receipt
 Automated Payment Processing via ECM System

28. “
Mennonite Mutual‟s system has given our
agency the ability to manage accounts in a „real
time‟ environment…We no longer need to
file papers or print our unnecessary
paperwork, since all invoices, claims, current
declaration pages & endorsements are easily
accessed 24/7 via their agency portal.
”
- Peg R., Customer Service Reprentative

31. Looking to the future…

32. Looking to the Future
 Current Feedback from Agent Community
• Adoption Levels
• Lessons Learned
 Benefits of a True ECM Strategy
• Bringing the Best of Two Solutions Together
 Future Enhancements or Offerings to Agency Portal