2018 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

0.3

0.7

1.3

5.6

(includes regularly outsourced IT support staff)

IT Payroll as % of Pro Forma Net Rev

0.0%

0.0%

0.3%

0.6%

0.6%

0.8%

IT Expense as % of Pro Forma Net Rev

3.0%

2.7%

2.4%

2.6%

2.1%

1.9%

(excl. comp, hardware depreciation & software amortization)

Top 5 Agency Mgmt Systems Used in Home Office:

AMS360

35.7% 10.7%

34.5% 27.6%

43.9% 26.8%

34.9% 37.2%

30.6% 41.7%

20.5% 53.8%

EPIC

EZLynx

-

6.9% 3.4%

- - -

- -

- -

- -

Hawksoft

7.1%

Sagitta

-

- -

4.7%

11.1%

20.5%

SIS - Partner XE

14.3% 17.9%

2.4%

-

-

-

TAM

27.6%

24.4%

23.3%

13.9%

2.6% 2.6%

Vision

- - -

- - -

-

- - -

- -

Xanatek

2.4%

- -

Xdimensional Tech. - Nexsure

-

2.8%

Technology Utilization:

Electronic Communications Used:

Texting with clients

86.2% 86.2% 69.0% 79.3% 86.2%

77.4% 96.8% 77.4% 77.4% 96.8% 93.5% 96.8% 87.1% 96.8% 93.5% 48.4% 71.0% 48.4% 48.4% 54.8% 90.3% 74.2% 87.1% 64.5% 35.5% 38.7%

76.2% 88.1% 76.2% 59.5% 78.6% 95.2% 83.3% 92.9% 85.7% 47.6% 83.3% 50.0% 42.9% 57.1% 92.9% 92.9% 61.9% 38.1% 40.5% 100.0% 100.0%

73.3% 93.3% 82.2% 75.6% 91.1% 93.3%

56.8% 94.6% 73.0% 62.2% 81.1% 97.3% 62.2% 97.3% 94.6% 73.0% 43.2% 81.1% 86.5% 97.3% 94.6% 94.6% 48.6% 21.6% 32.4% 100.0% 100.0%

66.7% 94.9% 84.6% 66.7% 84.6% 97.4% 82.1% 87.2% 84.6% 84.6% 97.4% 51.3% 84.6% 89.7% 100.0%

Use of tablets/smartphones Agency eSignature solutions Carrier eSignature solutions Activity notifications from carrier

Paperless or e-documents

100.0%

Marketing: Website

100.0%

100.0%

Mobile adaptable website

89.7% 96.6% 96.6% 69.0% 86.2% 51.7% 27.6% 69.0% 96.6% 55.2% 89.7% 72.4% 86.2% 48.3%

77.8%

Social Media

100.0%

Facebook

95.6% 68.9% 84.4% 46.7% 60.0% 66.7% 91.1% 88.9% 91.1% 73.3% 26.7% 42.2%

Twitter

LinkedIn Google+

Customer portal

Digital content - blogs, webinars

Processing technologies:

Paperless or e-documents

97.4%

Secure email

100.0%

Electronic Funds Transfer (EFT)

92.3% 59.0% 20.5% 46.2%

Online application

Online chat assistance

Mobile app (manage accounts)

 68