2019 Best Practices Study

AGENCIES WITH REVENUES OF:

<$1.25M $1.25-$2.5M $2.5-$5M $5-$10M $10-$25M >$25M

Number of IT Employees

0.1

0.1

0.2

0.5

1.2

5.5

(includes regularly outsourced IT support staff)

IT Payroll as % of Pro Forma Net Rev

0.0%

0.0%

0.2%

0.4%

0.6%

0.8%

IT Expense as % of Pro Forma Net Rev

2.8%

2.5%

2.5%

2.3%

2.1%

2.0%

(excl. comp, hardware depreciation & software amortization)

Top 5 Agency Mgmt Systems Used in Home Office:

AMS360

29.7% 18.9%

20.5% 25.6% 10.3%

57.4% 25.5%

37.0% 39.1%

25.0% 50.0%

23.3% 55.8%

EPIC

EZLynx

Hawksoft

2.6%

Sagitta

4.3%

15.9%

20.9%

SIS - Partner XE

10.8% 16.2%

TAM

28.2%

14.9%

17.4%

4.5% 2.3%

Jenesis

Xdimensional Tech. - Nexsure

2.2%

DORIS Other

5.4%

2.1% 0.1%

19.0%

12.8%

2.3%

Technology Utilization:

Electronic Communications Used:

Texting with clients

78.4% 78.4% 78.4% 75.7% 83.8% 94.6%

66.7% 89.7% 84.6% 82.1% 89.7% 89.7%

75.0% 93.8% 87.5% 75.0% 89.6% 95.8%

72.3% 95.7% 80.9% 87.2% 89.4% 91.5%

72.7% 93.2% 81.8% 72.7% 79.5% 97.7% 77.3% 20.5% 88.6% 72.7% 97.7% 43.2% 86.4% 77.3% 97.7% 95.5% 97.7% 50.0% 13.6% 38.6% 63.6% 29.5% 43.2% 36.4% 70.5% 75.0% 100.0%

69.0% 97.6% 85.7% 73.8% 73.8% 97.6% 97.6% 76.2% 33.3% 81.0% 76.2% 95.2% 52.4% 78.6% 90.5% 97.6% 97.6% 97.6% 64.3% 16.7% 45.2% 69.0% 33.3% 40.5% 38.1% 78.6% 71.4%

Use of tablets/smartphones Agency eSignature solutions Carrier eSignature solutions Activity notifications from carrier Paperless or e-documents ("eDocs")

Marketing: Website

100.0%

94.9% 87.2%

100.0%

97.9% 70.2%

Mobile adaptable website

89.2%

83.3%

Social Media

0.0%

2.6%

0.0%

0.0%

Facebook

91.9% 54.1% 81.1% 32.4% 40.5% 54.1% 91.9% 59.5% 91.9% 56.8% 32.4% 35.1%

89.7% 46.2% 74.4% 48.7% 35.9% 56.4% 87.2% 64.1% 87.2% 59.0% 25.6% 43.6% 79.5% 12.8% 61.5% 41.0% 76.9% 79.5%

87.5% 37.5% 87.5% 37.5% 52.1% 47.9% 93.8% 77.1% 95.8% 62.5% 12.5% 35.4% 62.5% 10.4% 56.3% 39.6% 66.7% 70.8%

89.4% 55.3% 76.6% 38.3% 55.3% 61.7% 93.6% 87.2% 83.0% 53.2% 25.5% 40.4% 59.6% 21.3% 51.1% 46.8% 72.3% 80.9%

Twitter

LinkedIn

Instagram

Customer portal

Digital content - blogs, webinars

Processing technologies: Paperless or e-documents ("eDocs")

Secure / Encrypted email

Electronic Funds Transfer (EFT)

Online application

Online chat assistance

Mobile app (manage accounts)

Rating technologies:

Use Comp Rater for PL Use Comp Rater for CL

70.3%

5.4%

Use 'Bridging' from within AMS (PL) Use 'Bridging' from within AMS (CL) Use Carrier Agent Portal for PL Use Carrier Agent Portal for CL

51.4% 24.3% 86.5% 81.1%

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