In 2016, we set a goal to expand our Affinity partnerships. We were looking to create a tool to make it easier for our agents to manage and support our growing list of affinity groups.
We looked at how we could make our existing processes more efficient. At that time, our agents were logging into call center software, a customer management system, and our rater and agency management system. This became a 13-step process to quote and bind a customer in order to maintain the branded experience for our affinity groups - and that’s not counting the extra steps agents needed to take to actually obtain affinity rates.