2007 Best Practices Study

Agencies with Revenues Between $2,500,000 and $5,000,000

Executive Perspectives

Profile

Revenues/ Expenses

Financial Stability

Employee Overview

Producer Info

Service Staff Info

Technology

Insurance Carriers

Appendix

Technology

Average

Top 25%

Information Technology FTE Number

0.8 2.0 0.1

High

Low

Total IT Payroll Expense ($)

$45,912

$71,053

As % of Total Compensation Expense

2.1% 1.2%

As % of Net Revenues

Average

+25% Profit

+25% Growth

Total IT Expenses for Fiscal Year

1.7%

1.6%

1.2%

1 Includes hardware/software leasing including offsite applications, supplies, maintenance & maintenance contracts, training, data lines, internet providers, website development/maintenance, outside consulting fees, computer depreciation, software amortization, and any non-depreciated hardware/software.

Agency Management System Utilized

Scanning & Document Management % of Agencies that Use % of Users That: Use an ams for Document Management

TAM 58.6%

86.7%

Other 3.4%

80.0%

Sagittta 10.3%

Use 3rd Party for Document Management 30.0% Do Front-end (mail room) Batch Scanning 20.0% Do Back-end (after CSR) Scanning 56.7%

AMS360 13.8%

Website % of Agencies that Have

AMS-afw 10.3%

100.0%

Instar 3.4%

% of Websites That: Are More than Electronic Yellow Page

63.3%

“In order to maximize the productivity of our producers and CSRs, we have hired several quality employees that focus on processing and managing the detailed activity on the policy management system on a full-time basis. These are detail- oriented people that are very accurate. Two of them work out of our office and two work from home. They handle everything from endorsements to quality control, working within a team of CSRs and producers. The CSRs that they work with know that everything will be checked carefully so it frees them to focus on more client-focused activities.”

Used in Prospecting/Sales Efforts

26.7%

Optimized for Search Engines

56.7%

Participate in “Paid” search Programs Is Key Component in Customer Service Efforts

6.7%

33.3%

Extend Customer Self-Service Through Site

30.0%

Used as Vehicle to Provide Helpful Info and Educate

73.3%

83 2007 Best Practices Study | Agencies with Revenues Between $2,500,000 and $5,000,000 | Technology

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