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Navigating technology: Agency change management

April 3, 2023

As technology continues to advance and shape the way we conduct business, it is crucial for independent insurance agencies to adapt and adopt these changes to stay competitive in the market. However, introducing new technology can often be met with resistance and apprehension from employees, who may feel overwhelmed by the learning curve and the potential for errors. Developing and tracking technology proof points can help drive adoption and ease the stress of change management, resulting in increased efficiency and employee satisfaction.

What are technology proof points?

Technology proof points are measurable metrics that demonstrate the value of implementing new technology in a business. They provide evidence that the technology is effective and can help achieve business objectives.

Examples of technology proof points for independent insurance agencies might include:

  • Reduced processing time for policy applications and renewals
  • Increased accuracy and consistency in underwriting and claims processing
  • Improved customer satisfaction through enhanced communication and online access to policy information
  • Increased revenue through upselling and cross-selling opportunities
  • Improved employee satisfaction through streamlined processes and reduced workload.

Hear Lou Moran, President of Inter-Agency Insurance Services share his insights into how he navigates change management.

How to develop technology proof points

Developing technology proof points requires a thorough understanding of the business objectives and the challenges that the new technology aims to address. Start by identifying the pain points in the existing processes and the desired outcomes for implementing the new technology. Then, determine the metrics that will demonstrate the effectiveness of the new technology in achieving these outcomes.

It is also important to involve employees in the development of technology proof points. This not only provides valuable insights into the challenges they face in their day-to-day work but also helps build buy-in and ownership of the new technology. By involving employees in the process, they become invested in the success of the change management process and are more likely to support the adoption of new technology.

Ways to drive change management

Change management can be a daunting task, but there are several ways to ease the stress of adoption and increase efficiency and employee satisfaction. These include:

  • Communication and training: Clear and consistent communication is crucial in ensuring that employees understand the reasons for the change and the benefits it will bring. Providing comprehensive training and support can also help employees feel more comfortable with the new technology.
  • Piloting and testing: Piloting the new technology with a small group of employees before rolling it out company-wide can help identify any issues and provide opportunities for feedback and improvement.
  • Incentives and rewards: Offering incentives and rewards for employees who embrace the new technology can help drive adoption and build enthusiasm for the change.
  • Continuous improvement: Continuously evaluating the effectiveness of the new technology and making adjustments as needed can help ensure that it is meeting the desired outcomes and providing value to the business.
  • Leadership support: Strong leadership support is critical in driving change management. Leaders who demonstrate their commitment to the change and provide guidance and support to employees can help build trust and confidence in the new technology.

Hear Gabe Garcia, Chief Financial Officer of Morris & Garritano Insurance share his insights into how he navigates change management.

The benefits of technology adoption

Adopting new technology can provide a range of benefits to independent insurance agencies. These include:

  • Improved efficiency: Streamlined processes and automated tasks can reduce manual labor and improve productivity.
  • Increased accuracy: Automated processes can help reduce errors and increase consistency in underwriting and claims processing.
  • Enhanced customer experience: Online access to policy information and improved communication can help improve customer satisfaction and loyalty.
  • Increased revenue: Upselling and cross-selling opportunities can increase revenue and profitability.
  • Improved employee satisfaction: Streamlined processes and reduced workload can help improve employee satisfaction and retention.

Hear Chief Information Officer of True North share his insights into how he navigates change management.

Technology is rapidly transforming the insurance industry, and independent insurance agencies must adapt and adopt new technology to stay competitive. Developing and tracking technology proof points can help demonstrate the value of new technology and ease team members into an enhanced, tech-enabled environment.


  • The information included in this article was obtained from sources believed to be reliable, including subject matter experts, to help users address their own risk management and insurance needs. It does not and is not intended to provide legal advice. Nationwide, its affiliates and employees do not guarantee improved results based upon the information contained herein and assume no liability in connection with the information or the provided suggestions. The recommendations provided are general in nature; unique circumstances may not warrant or require implementation of some or all of the suggestions. Nationwide, Nationwide is on your side, and the Nationwide N and Eagle are service marks of Nationwide Mutual Insurance Company. ©2023 Nationwide.