2020 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

0.2

0.2

0.6

1.1

6.0

(includes regularly outsourced IT support staff)

IT Payroll as % of Pro Forma Net Rev

0.0%

0.0%

0.0%

0.5%

0.6%

0.9%

IT Expense as % of Pro Forma Net Rev

3.5%

2.9%

2.7%

2.4%

2.6%

2.2%

(excl. comp, hardware depreciation & software amortization)

Top 5 Agency Mgmt Systems Used in Home Office:

AMS360

19.2% 38.5%

26.7% 33.3% 13.3%

42.5% 37.5%

33.3% 47.6%

25.7% 57.1%

27.9% 48.8%

EPIC

EZLynx

Hawksoft

7.7%

3.3%

Sagitta

4.8%

8.6%

20.9%

SIS - Partner XE

11.5%

TAM

7.7%

20.0%

15.0%

14.3%

Jenesis

2.9% 2.9%

Xdimensional Tech. - Nexsure

DORIS Other

2.5% 2.5%

15.4%

3.4%

0.0%

2.8%

2.4%

Technology Utilization: Electronic Communications Used: Texting with clients

81.5% 85.2% 40.7% 74.1% 40.7% 40.7%

83.3% 86.7% 46.7% 80.0% 36.7% 43.3%

70.7% 85.4% 43.9% 87.8% 41.5% 53.7%

76.7% 95.3% 62.8% 88.4% 60.5% 69.8%

83.3% 91.7% 63.9% 97.2% 55.6% 77.8%

65.9% 79.5% 77.3% 97.7% 40.9% 77.3%

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

Marketing: Website

59.3% 88.9%

56.7% 96.7%

48.8% 95.1%

69.8%

80.6% 94.4%

93.2%

Mobile adaptable website

100.0%

100.0%

Social Media Facebook

51.9% 70.4% 48.1% 74.1% 25.9% 40.7%

70.0% 86.7% 56.7% 93.3% 33.3% 50.0% 86.7% 16.7% 63.3% 46.7% 83.3% 90.0% 96.7%

63.4% 95.1% 61.0% 95.1% 12.2% 39.0% 68.3% 14.6% 61.0% 51.2% 82.9% 80.5% 90.2% 70.7% 75.6% 90.2% 97.6% 90.2%

86.0% 93.0% 79.1% 97.7% 37.2% 53.5% 69.8% 20.9% 55.8% 44.2% 81.4% 83.7% 93.0% 88.4% 90.7% 97.7%

100.0%

97.7% 97.7% 63.6% 95.5% 31.8% 45.5% 72.7% 22.7% 45.5% 38.6% 81.8% 77.3% 88.6% 75.0% 75.0% 95.5%

Twitter

94.4% 66.7% 94.4% 25.0% 41.7% 77.8% 33.3% 36.1% 44.4% 77.8% 80.6% 91.7% 83.3% 86.1% 97.2%

LinkedIn

Instagram

Customer portal

Digital content - blogs, webinars

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

74.1%

Secure / Encrypted email

7.4%

Electronic Funds Transfer (EFT)

48.1% 14.8% 88.9% 85.2% 77.8% 77.8% 70.4% 92.6% 96.3% 77.8%

Online application

Online chat assistance

Virtual Chat Agent (via machine learning)

Mobile app (manage accounts)

Rating technologies:

Use Comp Rater for PL Use Comp Rater for CL

80.0% 83.3%

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

100.0%

96.7% 86.7%

100.0%

100.0%

100.0%

65.1%

86.1% 25.0%

81.8% 40.9%

0.0%

0.0%

0.0%

2.3%

 64