current trends

large and small agencies agree that the roles of CSRs and producers are blurring

producers
CSRs
73% of agencies under $2.5M agree roles are merging
64% of agencies over $2.5M agree roles are merging

IAs are comfortable with new services

  • very comfortable
  • somewhat comfortable

e-signing documents

telematics

gap coverage for rideshare/homeshare

...but more IAs need to embrace online account management

icon-computer Created with Sketch.
  • 40%

    are comfortable

  • 38%

    are somewhat comfortable

  • 14%

    are not comfortable

  • 8%

    don't want to offer it at all

agencies are hiring! during the past 2 years...

producers

25%

hired 1

20%

hired 2

6%

hired 3

7%

hired 4 or more

services &
support staff

27%

hired 1

15%

hired 2

7%

hired 3

7%

hired 4 or more

58%
of all hires are millenials
future trends

by 2020 IAs want to spend more time on new business and less on retention and servicing clients

  • now
  • in 2020

retaining clients

responding to
service needs

quoting new
business

prospecting for
new clients

agents' strategies for growth

  • cross-sells [icon]

    increasing cross-sells

    78%
  • lead sources [icon]

    new lead sources

    50%
  • people-colored [icon]

    adding new producers

    50%
  • chat [icon]

    new digital capabilities
    (mobile, chat)

    48%
  • target [icon]

    increase marketing investment

    38%
  • group [icon]

    new market segments

    31%

effect on your agency by 2020

consumer need for online/mobile

60%
of IAs recognize as a major need

dominance of millennial segment

                                                                                                                                                                                                                                                                            
55%
of IAs recognize as a major need

more sharing economy

Created with Sketch.
30%
of IAs recognize as a major need

the state of agency capabilities

  • have this now
  • should do this soon

e-signing docs

provide quotes online

text messaging with clients

online chat with clients

42%
of agencies don't think it's important to speak other languages
56%
of agencies don't think there is a need for extended hours

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