WOODRUFF SAWYER
Woodruff Sawyer is using a range of technologies to improve the customer experience , such as allowing connectivity between the client and its risk management professionals .
“ With that idea , that it is truly about improving customer service , it is not about reducing our expenses ,” Kulangara continues . “ For us , really , we had the view from the beginning that Connect has to double down on our brand , not diminish from it .”
Using data and AI to improve client expectations When it comes to data , Woodruff Sawyer has two varieties of data : operational data and the data their clients expect .
Operational data covers where Woodruff Sawyer is growing in revenue , who are the most productive producers and the calculation of commissions .
“ We have centralised the data architecture that allows us to get all of that in from trusted sources ,” says Kulangara . “ In the past , Woodruff Sawyer had untrustworthy data , all over the company .”
The idea was to improve this with data architecture and a VP of Data . Data architecture handles all the tools that Woodruff Sawyer uses , like Salesforce and Epic .
“ It flows through that architecture into a data warehouse where they can report against it , but it also handles our custom application so everything is in one place ,” Kulangara continues .
That is the internal operational data , the second part of data is data that is provided to Woodruff Sawyer ’ s clients . If a client wants to
WOODRUFF SAWYER USES SALESFORCE AS A CRM , AS WELL AS APPLIED EPIC , A STANDARD PRODUCT THAT CLOSE TO 60 % OF BROKERAGES USE FOR INSURANCE PROCESSING
buy cyber insurance from Woodruff Sawyer , they likely want to know :
• How much insurance should they be buying ?
• What are the benchmarks for companies of their size ? Because Woodruff Sawyer has a large volume of data , they can create benchmarks .
“ With our client facing data , we can say , for example , ‘ 90 % of the companies of your size are buying this much insurance ’. So this helps our clients choose .”
After the launch of Connect , the next year will see staff across Woodruff Sawyer complete their training in how to use the new systems .
“ We have created training documentation , videos and special training sessions with our business for them to be able to use it ,” he adds .
Once claims are completed , Woodruff Sawyer will pivot to some of the larger lines , such as management liability .
“ We ’ ve got some choices to make , but it looks a lot like building out Connect and building out the team , we want to build our skillset . We ’ ve got our leaders in the team , but we ’ ve got to build out the next level . It ’ s going to be a challenge to find the right people for the roles , but I ’ d rather Woodruff Sawyer grow slowly than grow incorrectly .”
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