Three Steps to Make Change Easier

Change. Whether you’re implementing insurance agency management software for the first time or moving from one software platform to another, you’re engaged in change. And change can be hard.

Change can be uncomfortable. You may realize the need to improve the way you run your health insurance agency. After all, that’s why you’re shopping for a CRM or agency management system. However, you and your team are used to doing business a certain way. And that way is, usually, familiar and comfortable.

There is also that pesky “change takes time” thing. You’re in the insurance business, not the software business. You have prospects and clients to attend to. You have insurance carrier reps to talk to. Products to learn. Employees to train. When it comes to priorities, learning new software will rarely be at the top of your list.

So, how do you make change?

For an insightful, in-depth dive into the subject, you may want to read Switch: Making Change When Change is Hard by Chip and Dan Health. It’s entertaining, helpful and well worth your time.

In the meantime, however, here’s three lessons I’ve learned in the past 30 years of developing and implementing sales software. During that time I’ve engaged in new technologies at health insurance agencies, general agencies, health insurance carriers, and insurtech start-ups (like NextAgency). Given that this is a NextAgency blog, I’m focusing on implementing insurance agency management software. But the lessons apply to any change — buying new equipment, entering new markets, selling a new product and so on.

Lesson 1: Appoint a Champion

Implementing new software requires everyone in your insurance agency to be involved. Your entire team needs to make time for training. They need to use the new agency management system so that the data is current and stays relevant. However, you can make things easier for everyone by appointing a change champion. This individual is on point, leading the effort to implement your new software. Others can procrastinate (a bit), but not your champion. Your champion works with the software vendor’s success team (like our NextConcierge group). Your champion schedules training, helps other find training videos and helpful articles. They offer encouragement to others and pay attention to progress. They’re the go-to person in your agency others talk to when they have questions.

Without a champion, everyone has plenty of excuses. “I have other things to do.” “This isn’t my job.” “I haven’t been trained.” Change champions, however, cuts through the excuses. She answers questions. She provides an example. She gets things done.  Whether you are implementing new agency management software or adding a new product line, someone needs to lead the charge. And as the agency owner, it’s your obligation to appoint — and support — that champion.

Lesson 2: Embrace Frustration

Even bad habits can feel familiar and secure. By definition change — and change — forces people out of their comfort zone. Change demands a learning curve. The status quo does not. The learning process can be frustrating simply because it’s different. “Why is that button blue? In our old system it was orange.” “Why is search field on the right instead of the left?” “Why do I have to enter my notes in the software instead of on a Post-it?” You get the idea.

This frustration is natural — and even helpful. It shows your team is thinking about what they’re doing. It’s part of the process of developing new habits. And it’s very human. Does it matter whether a button is blue or orange? Probably not. But you’re moving your team out of their comfort zone and they’re annoyed. Expect frustration and know it will pass. In a few weeks, the change becomes the status quo.

Lesson 3: Choose Flexibility

Some change is needed. Some is not. If you’re successful enough to consider insurance agency management software, you’re doing something right. So why would you change what’s working? Learning new software is one thing. Abandoning what’s made you successful is another thing altogether.

Instead, choose software (or hardware) that helps you do what you do — just in a more effective and efficient way. You know, software like NextAgency. We designed NextAgency for health and life insurance agencies. We know, however, that every agency is different. Which is why we made NextAgency flexible. So you can personalize the platform for your agency.

Change is Inevitable

In today’s reality, change is inevitable. Laws change. Products change. Client expectations and needs change. Insurance agencies who pretend the status quo is permanent will lose. This is why agency management systems more agencies are adopting software like NextAgency every month.

Given that insurance agencies like yours — you know, the ones that will be around for the long-term — will adapt, make the change process easier. You can do that by 1) appointing a champion; 2) embracing frustration; and 3) choosing flexibility.

NextAgency saves health and life insurance agencies time, money and clients with a powerful, modern agency management system featuring CRM and commission management tools. Please visit www.NextAgency.com to learn more. And to see NextAgency in action, please sign-up for a free demonstration at one of our regular webinars.

NextAgency Principles: Part II

Software that doesn’t evolve and grow is software you won’t be using for long. We’re constantly improving NextAgency, our agency management platform and human resources tools. We think it’s important for you to understand the principles that guide this development and the company behind NextAgency, Take 44, Inc.

In a previous post I shared how the principles of starting with brokers and supporting, as opposed to interfering with, broker-client relationships shaped the development of NextAgency. In this post we’ll explore our commitment to empowering choice and to being realistic. (And in the next post we’ll address our fifth principle concerning privacy and security).

Just to recap, here are the five key principles we focus on at Take 44:

  • Start with brokers: build from brokers out.
  • Don’t interfere:  broker-client relationships are paramount.
  • Empower choice: brokers and clients choose their own vendors.
  • Be realistic: don’t overpromise.
  • Protect data: offer secure systems and clear permissions.
Empower choice

Too often, technology companies expect users to change how they behave in order to use a product. Think about accounting software that require you to change how you keep your books. Or, closer to home, agency management platforms that require you to change how you sell and service clients. We think they’ve got it all wrong.

If you’re shopping for an agency management system, like the NextBroker component of the NextAgency, odds are you’re already a successful insurance broker. We’re very affordable. Still, if you can invest in making your agency more effective and efficient, you’re already making sales. Why then would you buy software that requires you to change the voodoo that you do so well? Or change the carriers or general agents you work with?  The software you invest in should help you do what you do better, not to change what you do.

The same is true of software you give your clients. Should they change their payroll company because you give them free HR software? Changing vendors often costs time, money and hassle. So, is software that forces your clients to change their relationships really free? We don’t think so.

For too many technologies, changing the way you work is a price you pay to use their systems. And to them, it’s a price you should happily pay. After all, a lot of start-up founders view themselves as innovators reinventing the way the world works. And that includes changing the way you work. They believe they know your business better than you do. This view is especially common when company leaders have more business degrees than business expertise.  They build software that expects you to work the way they think you should.

We believe no one knows more about your business than you do. So we designed NextBroker to adapt to you. Similarly, we think you should choose who you work with, too. Which means we don’t force you to use a particular carrier or general agent. And our employee management software, NextHR, doesn’t force your clients to change how they do business or what vendors they work with. NextAgency is built to be flexible. We help you work more easily with you who want to work with.  It’s really that simple — and important.

Be realistic

We think NextAgency is pretty cool (to use the technical term). We’re confident our agency management system, NextBroker, will help you and your team sell to more prospects and deliver better service to clients. We believe NextHR, our employee management system, will save your clients time so they can focus on their real business. In short, we think we deliver on what we promise.

We also think it’s important not to overpromise. We’re a data management company. NextBroker helps you manage your agency, client and carrier information and make it accessible to your entire team, at any time from anywhere. We help you use that data to be better informed about your business and to get information where it needs to go. Put another way, we make running the business of your agency easier so you can do more business.

NextBroker makes getting quotes easier, but it’s not a quoting system. It makes creating and tracking enrollment kits easier, but it’s not an enrollment platform. NextBroker helps you track commissions, but it’s not a an accounting system. When companies respect their customers they don’t overpromise. That’s why we are realistic about what we do — and don’t do.

The same goes for NextHR. It helps your clients better manage employee data and makes it easy to get time and attendance information to their payroll company. But it doesn’t process payroll. It’s a straightforward, basic employee management system, not a fancy HR information system or powerful benefit management platform.

Think of it this way, you know all those buttons and tools in Excel that you never touch (and I, for one, have no idea what they do)?  We built NextHR to be Excel without all those extra doodads and functions. If your client needs the HR equivalent of depreciation calculations using the double-declining balance method — or even a pivot table — they should check out EaseCentral, Employee Navigator or the like. If they just need to get the nuts and bolts of hiring employees and tracking their time at work, however, NextHR may be the solution. And as it’s free, we can confidentially claim it’s worth every penny you’re not paying for it — and more.

Current users frequently ask for added features and tools (of course they ask for different tools and sometimes ask that something someone else wants be removed because it’s “in the way”). Some of their ideas are great and are now part of our product road map. But we won’t overpromise. NextAgency does a lot and will do more moving forward. And what NextAgency does it does well. We simply refuse, however, to promise that it does everything.

One thing NextAgency does well is protect your and your clients’ data. More on this in Part III.