EZLynx Roadmap for 2017

A Note from the CEO

Happy New Year! I hope you all had a fantastic 2016! Based on the results of our annual customer survey, it seems you did – and we’re ready to help make 2017 even better.

The biggest highlight of 2016 for EZLynx came in October when we hosted our first AgentLynx User Conference in Dallas. Thank You to everyone that was able to attend! We had good participation from our agents and all our product sessions were extremely well attended. For me personally it was great to meet our customers face-to-face and listen to their feedback about our products. We are looking forward to the next AgentLynx User Conference to be held in San Diego sometime in March/April of 2018. Please be sure to register as soon as we make our announcement because we will be limiting the number of attendees.

EZLynx continues to make big strides in the industry. EZLynx was again acknowledged as the fastest growing management system vendor and is now the third biggest vendor behind Vertafore and Applied, according to the Big “I” and Future One 2016 Agency Universe study. More amazingly, our market share with EZLynx Rating Engine has continued to grow and is now a dominant number one in the market. I want to personally thank all our customers who chose EZLynx over other products and also enthusiastically responded to these industry surveys. I can assure you without your support EZLynx would not be the product it is today. Thanks once again from all of our employees.

We made some big new product announcements at AgentLynx 2016 – EZLynx Sales Center and an Amazon Alexa skill for agency owners. EZLynx Sales Center is an add-on product that lets agents manage their prospects and opportunities during the sales process. Similar to Retention Center, it is a highly optimized tool that helps keep all the information about your prospects at your fingertips. Sales Center has fantastic metrics with sales performance dashboards customized for each user. Sales Center will continue to evolve in 2017 with more features in the pipeline to include support for lead generator integration, EZLynx Consumer Quoting integration, custom fields, and more management reporting options. Please contact our sales team if you are interested in learning more about this innovative product.

Our Amazon Alexa skill started out as a playful experiment amongst our development team but soon turned out to be something bigger. We are fully committed to enhancing this app in the future based on your feedback. Alexa employs state of the art speech processing technology to parse your voice commands and provide meaningful responses. To be honest, Alexa is addictive and full of surprises once you start using it. I encourage our management system users to give our Alexa skill a try by searching for EZLynx from the Alexa app on your mobile device. Please note you do need to purchase an Alexa device from Amazon to be able to use this feature. Keep watching for more Alexa integrations in 2017!

I would like to quickly review what I outlined in my 2016 New Year’s article and update you on our progress. I made a promise to deliver a single platform customer lifecycle solution that can solve the challenges faced by our agents. Sales Center is an outstanding example of this. We realize how challenging the sales process can be, especially if you have multiple employees selling with different customer touch points. Sales Center centralizes all the activities under one screen and keeps all your employees on the same page. If you are an agency owner or a sales manager, it offers great reports and dashboards to monitor the performance of your team.

I also promised to make improvements to EZLynx Management System in 2016. We worked hard to build commercial features like manual policy data entry, quote proposals, applications, and ACORD® form support. We still have a few more commercial lines yet to support, but I expect to complete all lines by the end of 2017’s second quarter.

We made various other management system improvements with agency workspace, document management, and reporting that are too many to list.

EZLynx Accounting was seriously upgraded in 2016. We now have full support for branch accounting with integrated GL support for QuickBooks online.

If you are one of those rating customers waiting for our management system to fully mature, this may be the time. We have a solid data conversion team that will work with you to move your current policy data to EZLynx from more than 25 different management systems in less than 10 weeks. Please contact our sales team for more information. I can assure you that you will not regret your decision to move to EZLynx Management System!

I also promised to improve EZLynx Communication Center in 2016 with enhancements to Email Campaigns. You can now leverage our robust reporting feature by using your saved reports for bulk email blasts. Our reports allow you to create highly targeted upsell/cross-sell campaigns, and in turn, generate more leads from your existing customer data. We also added Custom Domains to help reduce spam blocking and to increase email open rate. Simply validate the domain that you use for email and our system will be able to send emails out on your behalf rather than under our own domain.

EZLynx Client Center was another product that I promised to improve in 2016. We have upgraded the user interface with a clean, modern look that is fully mobile responsive so that it behaves the same on any screen size. We also added support for commercial clients to add their own certificate holders and generate new certificates from within Client Center. This feature will let you offload some of this work to your customers while still allowing you to retain control over who gets access.

Looking Ahead…

Agency profitability, productivity, and serviceability have always been our focus areas. Beginning in 2017, agency automation is our new target area. We believe our users can experience significant gains in all levels of profitability, productivity, and serviceability by using system data to intelligently automate actions. We have exciting plans to make this happen with new EZLynx tools!

One goal of this type of automation is to allow you and your employees to focus more time on revenue-generating tasks. Through data analytics and business intelligence we feel confident that many of these processes can be automated without degrading the customer service experience. To the contrary, we believe this will actually improve the customer experience in the long run.

Our relentless focus on enhancing EZLynx Management System continues in 2017. We are already hard at work on enhancing commercial support, advanced accounting features, and much more. MAPs, or Market Access Providers, are another focus area for us in 2017. EZLynx Rating Engine is already the best rating product for this market with its built-in messaging and private carrier support. We plan to enhance some of these features to add support for policy management and policy servicing.

While I do not want to reveal the full scope of our Roadmap for competitive reasons, make no mistake that we have a vision for 2017 and beyond to make EZLynx the ultimate solution for independent agents.

I hope you have another prosperous year with EZLynx!


Hey Agent, Kill the Music!

As you have probably read by now, we have had yet another private equity transaction in our industry to acquire control of a major agency system vendor. This particular vendor has changed hands three times since Y2K alone, and I don’t foresee this trend stopping anytime soon. I am sure we all can surmise reasonably well as to which vendor is next in line to change hands.

There is a game of musical chairs being played in our industry right now, and it’s happening at the agent’s expense! Agents should be concerned that one result of these ownership changes may be price increases with little or no investment in the vendor’s product. These private equity companies may well be counting on the control these vendors exert over the agent’s data and are making a bet that they can hold or increase their revenue without much pushback. Don’t let yourself be held hostage to your own data!

How do we stop this madness, you ask?

It is hard to point fingers at the private equity companies, since they have the fiduciary responsibility of increasing their ROI. The real blame falls on the independent agent. The agent is in full control of this game of musical chairs, but they just don’t know it. If agents will simply kill the music and walk away, these other vendors will quickly find that their chairs have been taken away.

As the vendor with the fastest growth in market share, EZLynx has demonstrated that changing agency management systems can be a painless process. Don’t let other vendors leave you feeling intimidated at the thought of changing your system. With a dedicated team of migration specialists, many agents have successfully switched to our product in less than 8 weeks! EZLynx is truly dedicated to improving our industry, and we work hard every day to make sure your agency costs remain sustainable. We believe that the cost structure of the independent agency model can be improved for the benefit of our industry. So, I challenge you to put an end to this game of musical chairs that these vendors are playing at your expense. Kill the music and end this game!

Find out how EZLynx can help your agency change systems, save money, and increase your productivity.


EZLynx Roadmap for 2016

A Note from the CEO

Happy New Year! It is that time of the year when we take a look back at the previous year and make plans for this year. EZLynx made fantastic progress in 2015 on several fronts. EZLynx® Management System has made steady progress in the market, and we added a record number of agents. We also added several large agencies with $100M+ book size. This tells me that our product is being taken seriously and agents feel confident with our future strategy and roadmap.

Our strategy for 2016 remains unwavering – deliver a single platform customer lifecycle solution that relies on innovation to solve the challenges that independent agents face.

Retention Center

To that end, our biggest release last year was EZLynx Retention Center, which monitors all the upcoming renewals in an agency and provides a prioritized list for the day. This is both a product and a service that comes with on-going collaboration by our team to help each agency follow the best practices for renewal processing. With Retention Center, EZLynx has once again pushed the boundary of what a management system should do for an agency. Agents who have been using Retention Center and following our process have seen a consistent increase in their retention rate.

Reporting

I made a commitment to make it easier to extract agency performance numbers from our system. We have released a brand new reporting platform integrated into EZLynx, which allows agencies that use EZLynx Management System to extract complicated reports and charts. In addition, agents can define their own reports and make them available to other users within the agency. Coming this year, you will also be able to schedule your custom reports to run automatically and have the results emailed to you. We are also constantly improving our monthly Agency Pulse® report to include even more useful information to help agents with their day to day decisions. I strongly recommend agencies that do not use our management system take a close look at our reporting capabilities.

Workflow

Our Agency Workspace feature is a fantastic workflow tool that lets agents keep track of their tasks and notifications in one place. In addition to upcoming enhancements to Agency Workspace that will add support for team tasks, we also have exciting plans for taking our entire Workflow engine to the next level in 2016. Watch for more details in the coming months.

Mobile

As promised, we made good progress with mobile support for EZLynx in 2015. Our mobile-optimized version now support EZLynx Text Messaging, as well as our enhancements to Notes and Tasks. We plan to add additional mobile support throughout this year as well.

Looking Ahead…

Management System

EZLynx Management System will continue to be our focus in 2016. Our new reporting tool is just the start, and we will continue to add new features to help give you the insight you need to manage your agencies.

Email Campaigns

We have also released an update to our integrated insurance email marketing campaign tool to lay the foundation for the enhancements we plan to make throughout this year. In addition to over 50 email design and 200 email content samples, you can now create multi-step drip campaigns for both individual applicants and bulk segments of your EZLynx data. Over the coming months we will address many of the suggestions that we have received from our users as we work to turn this feature into a powerful and useful part of your daily workflow.

Client Center

EZLynx Client Center will receive quite a bit of our focus this year as we bring enhancements to make both you and your customer’s lives easier. In addition to a new login process, we will also be adding greater support and features for commercial customers, streamlined consumer communication features, improved mobile support, and more.

The EZLynx Way

Finally, I want to reiterate our philosophy at EZLynx. We approach every project with this same simple idea – how can we help agents be more productive in this increasingly competitive industry. Our goal is to build a system that will help your agency for the next 20 years. We try hard to offer the best customer service to our users; likewise, we want to empower our users to offer the best possible customer service to their own customers through the use of our tools and services.

As always, please do not hesitate to contact me below for any comment, question or suggestion you might have. Wishing you a prosperous 2016!


The E&O Risks with Non-Downloading Carriers

Nag Rao, EZLynx CEOOur world, whether we like it or not, has become always-on and fully connected. This is especially true for the insurance industry, which is so heavily dependent on accurate and timely information.

When we decided to build an agency management system into EZLynx, it was our goal to build a system that was more than the ‘glorified notepad’ offered by our competition. It was our goal to not only parse and process the policy information that comes from the carrier as part of their daily download, but also to do something useful for the agency with that information.

EZLynx Retention Center® demonstrates this design philosophy. Agents who are subscribed to our patented Retention Center can see an intelligently prioritized list of renewals to work on as part of their daily workflow. The way this product is designed, agents work down their list of renewals in Retention Center from highest priority to lowest priority, with the goal of clearing all the high priority renewals from the Retention Center as quickly as possible using our proven process – ultimately improving their overall agency and carrier retention rates along the way!

This brings us to the problem of carriers who don’t download. EZLynx Retention Center switches to complete manual mode for the policies from those carriers. Although it still displays the upcoming renewal based on the manually entered expiration date[1], it still means the agent is responsible for manually maintaining all the policy information, including renewals and changes, within EZLynx. This imposes a severe burden on agency retention staff, who are already stretched thin by trying to keep up with renewals.

From what we have seen in the real world with Retention Center, agents simply forget or don’t bother to update manual policy information, which pretty much makes it impossible to effectively manage the renewals. We regularly see manual policies slipping through the cracks during renewal time. Not only could this be a serious E&O risk for many agencies if they forget to check on the carrier site for non-renewals, but it’s also a terrible experience for the customer, who often chooses an independent agent for the personal touch!

Another big example of the negative impact of non-downloading carriers within EZLynx is the lack of full policy self-servicing support for these policy holders in EZLynx Client Center. EZLynx Client Center allows the agency customer to go to their agent’s website 24/7 and log in to their account. They can print their proof of insurance, ask their agent a question, request a change to their policies, and more.

The simple fact is that carriers hurt both their agents and themselves when they choose not to download information into an agent’s management system – especially a smart agency management system like EZLynx. If the agents are writing with carriers who don’t download to save money for their customers, they do so at a high financial cost for their business and a watered down level of service for their customers.

This begs the question as to why agents work with carriers who do not download, and what agents can do about it. As is clear from the above examples, if the agents are doing this to help their customers, the opposite may in fact be happening. Next time you want to write a policy with a non-downloading carrier, please think twice. Consider letting carriers know that you’re less likely to present their rate to the consumer due to the increased financial burden of servicing and renewing a manual policy. Carriers rely on independent agents to be their extended sales and customer service arm. At the very least, they could work to make sure you have the most up to date information and resources at your fingertips.

Learn more about EZLynx Management System, EZLynx Client Center, and EZLynx Retention Center

[1] The sentence was amended to point out that Retention Center still alerts agents of expiring manual policies.


Industry Consolidation Brings Uncertainty for Agents

A Note from the CEOAs you may already know, there were two insurance industry company acquisitions announced in the past few weeks. The two major vendors are now once again in the process of consolidating their market positions through acquisition, rather than providing superior products and services. Given the availability of easy liquidity in the market, it was rather surprising that it took so long for this buy-out fever to reach our industry.

The general rule of thumb with these kinds of acquisitions is the weak gets consumed by the strong. If you happen to be the customer of one of these acquired products, it puts you in an extremely precarious situation. You suddenly don’t know what is coming next and where the product you have come to rely on is headed. There is nothing worse to deal with in a business than uncertainty!

That Raises the Question – What about EZLynx?

EZLynx prides itself on being independent (just like you!) and out-of-the-box thinkers. We have always believed that our industry has had too many meaningless players with no long term plans, and simply put, are in it to make a fast buck. These acquisitions are good at cleaning up the industry and increasing the opportunity for the remaining players like EZLynx. In fact, we believe that our entry into the agency management system market has made such a dramatic impact on the marketplace that it has resulted in some of these acquisitions. Either way, if you happen to be our customers, you can rest easy knowing that EZLynx is in it for the long haul.

The EZLynx® Platform, which is a single system for comparative rating, management system, retention tools, and marketing tools, is a very compelling solution that most agencies are finding hard to resist. Our management system is now the third most popular system in the market and the fastest growing system in the last two years as per the latest industry survey.

Our latest groundbreaking solution for policy renewal management, EZLynx Retention Center™, is a revolutionary product that has dramatically changed how agents manage their renewals. Agents who are using this product cannot stop raving about the successes they are experiencing.

We will continue as always to bring more innovative products to market in the coming months and years. That is the fundamental difference between EZLynx and these other companies – We believe that building a superior product and putting the needs of our users first is how to win in this industry.

It is our ultimate goal to streamline and enhance every business function of an agency with our One Platform solution. We feel our industry is under attack from well-funded outsiders, and it is our responsibility to empower our agents with a suite of tools to fight this challenge.

To learn more about EZLynx Retention Center, you can watch a testimonial video from one of our users here.


Introducing EZLynx Retention Center

A New Era in Policy Renewal Management

In the EZLynx Roadmap for 2015, I dropped a hint about a big new product announcement coming later this year. Well, here it is…

I would like to announce the release of a ground breaking product called EZLynx Retention Center for personal lines renewal management, available as an add-on to EZLynx Management System customers only. We are extremely proud of this product because it has taken nearly 24 months of hard work to get from conception to release, and it’s as revolutionary as our original real-time rating tool!

EZLynx strongly believes that personal lines is under direct attack from other industries. One way for small agencies to combat this challenge is to be smart about how you service policies and manage renewals. EZLynx Retention Center addresses the daunting task of renewal management. With Retention Center, you no longer wait for your customer to call and complain about rate hikes at renewal. Instead, our system will identify on a daily basis those customers that you are most at risk of losing so that you can focus your efforts in the right place. As part of our twelve month beta program, several agencies used EZLynx Retention Center and, not surprisingly, noticed a huge increase in retention!

I want to spend some time impressing upon you the importance of retention. I have always been surprised during any one-on-one conversation with agents on the question of what their agency retention rate is. Agents are never sure of what their exact agency retention numbers are, but they always think it’s good. We have identified a solid and obtainable agency retention rate as being in the 90-95% range. However, you may be surprised to hear that the average retention rate across all EZLynx agencies was only around 75%.

Three years ago we made it one of our goals to attack this problem head-on for our customers. As a first step, we started delivering a monthly email report called EZLynx Agency Pulse for all EZLynx Management System customers. In addition to agency retention numbers, Agency Pulse has several key agency performance metrics that we believe every agency owner should be using as a guide to manage their business. As our second step, EZLynx Retention Center removes the drudgery of trying to manually manage your renewals.

During our beta testing, we worked with 5 large agencies to gauge just what kind of results we could see with this tool. To our delight, and to that of our beta agencies, we found that with very little effort agents were able to hit our 90-95% retention target within 3 months! Think about that…

For a book size of $10M, that’s at least $100,000 in additional annual revenue!

We believe that EZLynx Retention Center is a powerful tool that can help your business become more profitable. We have several exciting tools in development that continue our trend of finding innovative ways to help independent agents manage their top and bottom line.

Please remember that in order to enjoy the benefits of our complete customer lifecycle solution, the first step is to switch to EZLynx Management System!


Empowering your Agency – EZLynx Roadmap for 2015

A Note from the CEOGreetings to all EZLynx users! 2014 is coming to end soon, so it’s time to lay out our roadmap for the coming year as we continue to develop impactful tools to help grow your business. This year, we reached our 10 year anniversary! This is a huge milestone considering how we started and where we are today.

Another big highlight of 2014 is our market penetration ranking as per the 2014 Future One and Independent Insurance Agents & Brokers of America’s Agency Universe Study. Thanks to our loyal customers, EZLynx Management System is now 3rd in the market with 6% market share, right behind Applied TAM and Vertafore 360. This is an incredible accomplishment considering our management system has only been on the market for two years and began with 1% market penetration at the end of 2012. Thanks again to all of those EZLynx Management System customers – I promise you have made the right decision!

A look back at 2014…

At this time last year I wrote a similar article and I highlighted the following features as priorities for 2014. Below is an update to all our users on the progress in these areas.

  1. Agency Analytics and Agency Metrics
  2. Agency Process Automation
  3. Commercial Support

Our monthly Agency Pulse report that is emailed automatically to all management system agencies has continued to improve with more useful metrics. I can tell how addicted our agents are to this report based on the frequent feedback we receive each month. Our emails and phones light up with questions and feedback as they anxiously await the report and after they receive it. We will continue to enhance this report in 2015 with a companion online portal which will include historical and trend analysis tools.

We made the most progress with Agency Process Automation in 2014 and we are not done yet. EZLynx 4.0 release was a milestone release with respect to agency workflow and agency process automation. EZLynx 4.0 uniquely combines notes, tasks and notifications under the banner of our ‘Agency Workspace’ to allow agents to efficiently manage their day-to-day agency activities. Without divulging a lot of details, suffice it to say that we have some fantastic things in the works for 2015 with regard to Agency Process Automation and Workflow.

EZLynx Management System has made tremendous progress with commercial features. EZLynx has always had good support for downloaded commercial LOB policies with full support for ACORD forms and certificate generation. However we felt that our support for manual commercial policy processing wasn’t as good as we wanted it to be for our agents, and it was set as a priority for 2014. We have made tremendous progress in this area in 2014. We now have a beta feature being tested by some of our agents that allows them to create manual commercial applications and policies with complete support for policy certificates and other policy document generation. Keep an eye out for more updates on this.

Other Enhancements this Year

EZLynx also released fully integrated SMS Text Messaging support in 2014. This is an extremely popular feature that has been adopted by our agents very rapidly. Using this feature an EZLynx user can send and receive short SMS text messages with their clients. We all know how difficult it is to reach consumers via email, especially when they are at their workplace. EZLynx Text Messaging makes this communication a breeze while also documenting everything for E&O purposes.

Looking ahead to 2015…

I am always amazed when I talk to agency owners about how difficult it is for them to extract important agency performance numbers from their current management systems before they come to EZLynx. I have made it our business goal to fix this problem with our management system. We want to build features that will provide all the Key Performance Indicators (KPI) for our agency owners with a few clicks of the mouse. We really believe that every agency owner should let their KPI drive the agency decisions.

We will continue to build out our workflow feature so agents can automate their day-to-day agency activities with ease. EZLynx 4.0 was just the first step towards automating this and we will continue to enhance this feature in 2015. Watch for more announcements in this space.

We have also decided to keep EZLynx Mobile in sync with our desktop version going forward. This means an EZLynx user can switch between the mobile and desktop versions without losing a lot of productivity. It is important to note that certain features like agent-facing quoting is just not mobile friendly and is not something that will be available. However, we will continue to enhance the mobile support of all of our consumer-facing products such as quoting and client center in 2015 as well.

Finally, I want to explain the underlying design philosophy with EZLynx Management System. We believe a smart agency management system should drive an agency and not the other way around like all the existing management systems out there. A smart agency management system should act like an employee of the agency and understand what is happening in an agency based on the information coming into the system in order to make automated decisions. Expect more of these kind of features from EZLynx in 2015.

Happy Holidays and Happy New Year!


How the Lack of Innovation Hurts our Industry

In April 2014 we celebrate the 10th anniversary of signing our first customer.  EZLynx has come a long way in that decade and, much against the wishes of some vested industry players, we have established ourselves as a successful, credible vendor in the industry. There is only one reason why EZLynx was able to accomplish this – innovation!

At EZLynx, we have always taken pride in delivering inventive solutions for vexing agency problems. I am proud of the culture of innovation we foster and encourage within the organization.  Unfortunately, looking at the industry as a whole, these 10 years have made clear why innovation in our industry is almost non-existent.

Now one of the easiest ways to encourage progressive thinking in any business is through competition and by encouraging new vendors to enter the marketplace. However, there hasn’t been any new vendor make a significant impact in our industry since EZLynx made headlines. This is a regrettable reflection on the status quo, and it will have a significant long term impact for us collectively.  Encouraging fresh ideas industry-wide is key to improving the situation, and to do this it’s important to understand first what it takes to cultivate innovation. The three fundamental requirements to do this are: open data standards, de-regulated industry and a culture of risk taking which encourages new ideas.

With our industry significantly regulated now and for the near future, it must be understood that we have to accept this as an obstacle towards originality. Indeed most well-known venture capitalists generally shy away from regulated industries because of this difficulty.  It signifies the unpredictable nature of our industry, which leads to an unpredictable ROI.   This has contributed to the lack of innovation, but for certain it has not destroyed it.

This leads us towards our second point, creating a culture of risk taking and fresh thinking.  While the business of risk management is traditionally averse to taking risks, permitting this attitude to prevail often creates apathy toward new technology and shying away from new ideas.  In addition, the depth of domain knowledge needed to create new products plays a huge role in deterring new vendors from entering the industry.  As with regulation, this factor is significant but isn’t fully responsible for the innovation problem.  I still believe that with a compelling product, built on a powerful idea, a new vendor can still establish themselves amongst us.  EZLynx is a good example of this!

With regard to open data standards, I encourage you to take a look at most other industries, especially finance, and you’ll see that the data exchange standards are very well defined. Ours also has defined standards, thanks to ACORD’s efforts, but regrettably most do not seem to follow or respect the standards. When we work with carriers for rating integration, one of their constant complaints is that EZLynx is a stickler to the standards, while other vendors are not, which slows down implementation with us. Our answer is always the same – standards are created to be followed. I do wish other vendors and carriers would make the same commitment to diligently following standards.  Imagine how much farther ahead we would be as an industry by now!

In the short term this non-compliance strengthens the existing big players, which is why the incentive to follow standards will not be spearheaded by them. In the long term this hurts who we all serve, which is the customer through our agency channel.  Standards compliance is, and must be, driven by companies like ours, with important help from Carriers too.

Finally, I want to mention some contributing efforts EZLynx is making to encourage new vendors. We announced a new EZLynx Marketplace concept in 2012, which allows third party vendors to integrate with our product and offer their services to our customers. As part of this architecture we introduced four new products in 2013 – eSignature, Lead Management, Policy Accounting and Bulk Email Campaigns. We will continue to promote this concept in 2014 to bring more vendors to our Marketplace platform. I strongly urge all of you to make a New Year’s commitment to follow the industry standards and encourage innovation – our industry will be better for it.


EZLynx Roadmap for 2014

It is that time of the year when we reflect on our previous year’s resolutions and make new resolutions for the coming year. I want to start with a quick review of last year’s resolution first followed by new resolutions for 2014. There are four areas of the industry I focused on in our EZLynx Roadmap for 2013. Below is an end of the year update on each one of the focus areas.

A look back at 2013…

Consumers and Mobile

We made tremendous progress with both of these focus areas in 2013. We started the year with a new version of our consumer facing product EZLynx Client Center. This product allows our EZLynx Management System customers to add a consumer login to their agency website, allowing consumers to print policy related documents like ID card, proof of insurance, etc. and also to request policy changes. We also released our new mobile friendly version of EZLynx Consumer Quoting mid-year. This product enables consumers visiting an agency web site to use their smart phone or tablet to obtain live quotes in a mobile friendly screen. We have two other mobile products scheduled for delivery before end of this year – a mobile version of EZLynx Client Center, and an update to our mobile version of EZLynx.

Agency in a Box

Agency in a Box has been a philosophy of our product design from day one. It is our goal, one day, to offer a solution to our agents that manages the entire agency customer life cycle. We have been focused on agency policy servicing features for the last two years. We made considerable progress with expanding our commercial support in EZLynx Management System in 2013. We delivered two big pieces for commercial agencies this past year – Premium Trust Accounting and Certificate Management. Both of these solutions are feature rich and I really encourage you to visit our website or talk to one of our sales people for more details.

EZLynx Marketplace

We delivered four third-party products in 2013 under the EZLynx Marketplace architecture. We started the year with a fully integrated eSignature app, followed by a Lead Management integration app mid-year, and before the end of this year we will be delivering Bulk Campaigns under the umbrella of our EZLynx Marketing Campaigns product, and finally, EZLynx Accounting will be officially launched in January.  You can find more details about all EZLynx Marketplace apps here.

Agency Management for the new digital age

We are confident that we have laid a strong foundation for EZLynx Management System to date. Our product has been fully cloud based from day one so you can work with the management system from any place on any system and any device. One of the best features we implemented in 2013 is our monthly Agency Pulse report. This report summarizes, every month via an email, some of the key metrics about your organization. These metrics include total written premium, personal lines to commercial lines ratio, policies per customer, premium per customer, carrier retention ratio, agency and producer close ratio, and more. You can find more information about Agency Pulse here.

Looking ahead to 2014…

Now it’s time for me to make some resolutions for 2014. I have several wish list items that I personally want to accomplish this coming year. This list is quite exhaustive, so I will try and stick to 3 big items or focus areas that we will be tackling in 2014.

Agency Analytics and Agency Metrics (Agency top line feature)

We believe our industry is experiencing a paradigm shift that requires agents to be opportunistic about how and where they focus their efforts in order to increase their top line revenue. Agency analytics is one of the ways a well thought out management system can guide agents in increasing their top line revenue. Our EZLynx Agency Pulse report, implemented earlier this year in EZLynx, is a simple first step of a much larger analytics implementation that will be rolled out in the first half of next year to improve our EZLynx Management System customers’ top line. Please stay tuned because we have some exciting new products and services announcements to make in the next year regarding agency analytics that should help you dramatically improve your top line numbers.

Agency Process Automation (Agency bottom line feature)

It is no longer enough to improve the top line at an agency without improving the bottom line at the same time. We will be enhancing several existing EZLynx Management System features in 2014 to streamline agency processes and to improve agency profitability. Once again please stay tuned because we have some exciting changes coming in the first half of next year which should help you dramatically improve your bottom line numbers.

Commercial Support

We are very confident with the level of support that we have built into EZLynx Management System for personal lines agencies. We feel it is time for us to focus more on features that a big commercial lines agency would desire. We hope to build several new features in this area for 2014. Due to competitive reasons I would be hesitant to discuss this in detail other than to simply say that much more is coming soon.

Outside of these three major focus areas, we will continue to push forward with more mobile features, more consumer facing features, more marketplace applications, and providing the same level of customer support that we pride ourselves on. As you can see we have a big list of projects and ideas for 2014. I am really excited about the coming year, and I hope you are as excited as I am to be a part of the EZLynx family. I am predicting 2014 to be a break out year for EZLynx Management System.

Thanks for a great year!

Before I sign off, I want to thank all our hard working staff at EZLynx, especially our product support team, for their dedicated effort to serve you every day. I encourage you to send them complimentary emails whenever they provide you with excellent service. I also encourage you to contact me directly if there is something that is bothering you about our company or product. I will be more than glad to reply and have a conversation with you.

Thanks you for being our customer and have a safe and happy holidays and a happy new year!

 


Lax Compliance with Industry Standards is Hurting our Industry

For those of you who know me or have talked to me personally, you know this has been one of my industry pet peeves for quite a while.  For those of you who don’t know me, here is a little background on this subject.

EZLynx was initially designed to work in real-time with carrier quoting systems and bring back a plurality of rates from multiple carriers within five minutes. By now it is a well-accepted fact that, without our efforts to push independent agents towards real-time rating, our industry would have probably suffered a lot more attrition to direct and captive writers. We quickly realized that in order for us to make an impact in this industry, it was absolutely essential for us to effect the customer lifecycle management by agencies.  Some of the problems our agents are struggling with, such as low productivity, data duplication, and legacy management systems, are well known and documented. As a result, we decided to create a forward thinking management system that would solve some of these basic agency problems and improve the agency’s bottom line while doing so.

We started selling EZLynx Management System in January 2012, and have already made a considerable impact in the marketplace by offering a viable and affordable alternative to outdated management system products. Today our management system supports more than 200 carriers, and it has been an educating experience for our team, and me personally, on the poor compliance of industry standards by the carriers. It is unfortunate that other management system vendors have decided to use the lack of compliance as a way to monopolize the market by building proprietary solutions, and thus lock agents into proprietary systems. I have come to the conclusion that carriers’ lack of compliance with industry standards has, and will, cause long term damage to the survivability of our industry. It will result in agents spending more time doing mundane and repetitive agency tasks, and falling further behind in offering the leading edge service customers are receiving from direct and captive writers.

For example, one of the solutions we offer is a customer-facing policy self-servicing feature incorporated into the agency’s website. EZLynx Client Center, which is available to agents who subscribe to EZLynx Management System, enables an agency’s customers to review policy information, print policy documents like ID cards, request policy changes, and more. One of the core requirements for this is data integrity and accuracy. We recently discovered that one of our download carriers is sending an incorrect AL3 code for uninsured motorist coverage, which when translated as per the AL3 specification, turns out to be underinsured coverage. Now imagine our Client Center displaying this data incorrectly to the customer and the E&O consequences that would follow! We have many examples like this that give us pause about exposing carrier downloaded AL3 data to consumers. If you are wondering, this particular carrier refused to fix the problem when approached by us!

In the long run, our industry and the agents will suffer if we cannot provide customer self-servicing features to their customers. Carriers interested in the issues we have identified for your company should feel free to contact your EZLynx Carrier Representative for details. I hope I have made a strong case as to why it is important for our industry to follow the standards. Our industry bodies like ACORD have done a tremendous amount of good work in defining these standards, but it is unfortunate that carriers have not also done a good job of complying with these standards. It is not too late, so I strongly urge you to work with us in solving this problem. When one of our employees approach you with download data issues, please work with us to fix the problem, so we can enable our agents to succeed in the marketplace.