Case Study: eZSB Maximizing the Value of an Agent Extranet

Case Study on eZSB, Zurich Small Business's Agent Extranet

Celent Communications presents an in-depth look at Zurich Small Business's agent-focused Internet strategy

Zurich Small Business was one of the early leaders in implementing and rolling out an agent extranet. Celent's new report, Case Study: eZSB, Maximizing the Value of an Agent Extranet, offers a compelling example of how to focus an organization to take full advantage of the potential value of Web-based workflow.

"Unlike some carriers for whom the Web is an after-thought or a side-project, Zurich Small Business made the development and integration of eZSB a core organizational objective," says Celent analyst Matthew Josefowicz, author of the report. "They were quick to realize that Web-based workflow can change the rules, and they were flexible enough to adapt their agent marketing, account management, and even underwriting procedures to take advantage of the speed and ease-of-use that their system offers."

"Zurich Small Business was very aggressive in driving adoption," continues Josefowicz. "They put a lot of effort and resources into positioning the system to appeal not only to their agencies, but specifically to the Customer Service Representatives at those agencies, who often influence where small business policies are placed. Their experience shows that a dedication to internal marketing and education is a critical part of maximizing the value of a technology investment."

The widespread use of the system was a key element in Zurich Small Business痴 ability to increase its business by 40% within the past year while simultaneously lowering its total non-commission, non-tax operating expense ratio by 25%. Overall, Celent estimates that Zurich痴 2-year return on investment has been at least 150%, and that the efficiencies generated could lead to an ROI of 500% within a few years.

The case study examines the technological, operational, and positioning elements of Zurich Small Business's Web strategy.

A Table of Contents is available online.

of Celent Communication痴 Property/Casualty Insurance and Life/Health Insurance research services can download the report electronically by clicking on the icon.