Presented at ORBiT Real Time Days 2014 Panel discussion by: • Kim Opheim, Applied Systems • Stacey Miranda, Keal Technology • Devona Allin, Canada BrokerLink • Beth Sigurdson (for John Foreman), ePath Consulting Bringing the digital world into the brokerage is a new frontier for many of us, so we thought we’d gather some brokers who have made some strides in social media, branding, mobile apps, website functionality or e-service to give you a glimpse of just what is being done today. Thankfully, we are an industry that openly shares what works and sometimes, what doesn’t work.

1. DIGITAL CLIENT
EXPERIENCE
Kim Opheim, Applied
Stacey Miranda, Keal
Technology
Devona Allin, Canada
BrokerLink
Beth Sigurdson for John
Foreman, ePath Consulting
www.orbitcanada.ca

2. Digital Client Experience
1 The phrase “digital client experience” conjures
up different mental pictures, different
thoughts and different expectations depending
on who you ask. Would you each kindly tell us
what this phrase means to you?
2 John, you teach e-marketing, and consult with
companies in various industries; would you
please give us an overview of how brokers are
using the online channel to conduct business.

3. Digital Client Experience
3 You or your staff are in lots of broker
offices, can you tell us what digital
functionality you are seeing now?
4 Keal has developed something they call the
Keal CAP, which I believe allows brokers to
have their clients access their own policy
information through the website. Can you
tell us a bit more about this functionality?

4. Digital Client Experience
5 CSR24 has been gaining ground in Canada as a
method to allow clients to do some self-service.
Can you tell us what clients are able to do and
what seems to have the biggest traction with
them?
6 If you were advising a broker who was thinking of
taking the big step of investing in enabling
functionality/self-service on your website, what is
the one thing you would tell them to do/not
do/think about?

5. Digital Client Experience
7 To get us all on the same page, would you
please define “social media” for us, in layman’s
terms?
8 Which of these mediums do you see as being
relevant and viable in an insurance broker’s
office?
9 What are some of the potential pitfalls?
10 Can you tell us how you told your clients Live
Chat was available to them?

6. Digital Client Experience
11 How many are taking advantage of the Live Chat?
12 What type of guidelines do you have around when
the Live Chat needs to end and another mode of
communication needs to be started?
13 Is Live Chat available to customers 24/7?
14 What sort of documentation do you keep of those
chats?
15 What do the brokers in the Call Centre think of Live
Chat and Call me Now?

7. Digital Client Experience
16 Was there a cultural shift needed to get buy in
from staff?
17 Would you recommend this a “must do” for broker
offices?
18 Has texting with your clients been embraced in
your brokerage?
19 What would our technology vendors like to add to
this discussion?
20 What was involved in setting up the on-line
payments?

8. Digital Client Experience
21 What are the costs and what are the benefits?
22 What are some of the emerging trends driving the
digital client experience and what do brokers need
to do to be ready to take advantage of them?
23 What would be the best advice you would give us
if we were just designing or were redesigning our
website today?
24 What do you think will be the trends for BMS’s in
the next 2-3 years?

9. Digital Client Experience
25 What do brokers need to do to be ready to
take advantage of these new trends?