The following is an opinion piece by Shelita Stuart, President,
Walden Insurance Network.
Whether big or small, most insurance agencies would agree that
an agency management system (AMS) is integral to improve
organization and reduce cost. Ninety per cent (90%) of agencies,
to be exact, use one. Choosing the right AMS, on the other hand,
is harder to agree on.
I began my career in insurance in 1979, and while things have
certainly changed, the ability to effectively manage your agency’s
data was just as important back then as it is today. In 1997, I
made the decision to start my own agency.
From the beginning
of Walden Insurance Network, to now, I have learned a lot
concerning an AMS. I started out with a combination of file
folders and a small AMS, that helped me keep data on clients and
notes. As the agency grew, the need for an AMS that could grow
with me, increased. I now needed a system that would
download policy information, produce Accord forms, among
other things. I checked with other agents, checked with industry
associations, and made a decision to “upgrade” to a more robust
system. This system allowed me what I needed and was able to
keep track of company data. However, as the business dynamics
changed, we continued to grow, it became apparent I needed a
system that would keep up with the growth of the Agency, the
ever-changing technology needs, and provide convenience and
ease of use to customers and employees - but where to start?
Above all else, every AMS should ensure an agency’s data is well-
organized and aids, rather than hinders, daily operations.
Unfortunately, not all systems are created equal. Furthermore,
selecting the wrong AMS isn’t just an internal frustration – it can
cost an agency precious time, money and employee morale.
While this might feel daunting, there are three crucial questions
agencies of any size should ask themselves before choosing a
Is it easy to use?
As the hub for an agency’s internal operations, an effective AMS
should provide a central location for all agency information, past
and present. Choosing an AMS is one thing, but migrating to it
without disrupting the current business, is another.
Although any new system has a learning curve, it’s essential to
look for a streamlined and intuitive AMS that will help shorten the
arc. Grasping a new AMS agency-wide will always take time, but
a user-friendly system narrows the timeframe of this transition.
It’s always my goal to keep my employees happy, (happy
employees, happy life!) and an AMS that enables employees to
get up to speed quickly helps achieve this. Ultimately, agencies
should look for an easy-to-navigate AMS that unites required
capabilities and offers a straightforward user experience that
employees can easily understand.
Is it up-to-date on industry and market trends?
An agency’s needs change in line with industry trends, and an
effective AMS needs to be as dynamic as the organization it
serves. When I first launched Walden Insurance Network, the
internet was just gaining momentum and I knew that technology
was going to explode. However, I had no idea the huge impact it
would eventually have on the way an agency runs its business.
Everything we do in our agency relies on the internet and
technology to communicate with our prospects, customers and
companies. It is now all about the EASE of doing business.
Today, mobile access isn’t just nice to have – it is quickly
becoming one of the most critical components to conduct
business. Access to an AMS with mobile benefits (across both
smart phones and tablets) is crucial to supporting real-time data
access. Mobility of the AMS is important when life gets in the way
of doing business. For example, an employee has a family
emergency and is out of the office for weeks at a time. Mobility of
the AMS is critical to keep the employee connected into their
position and able to continue part, or all, of their duties while
away. This also helps to free up administrative staff, who are no
longer tasked with relaying information to traveling employees.
Further, mobile access to your AMS system strengthens
customer service, allowing salespeople to answer customer
questions on the fly, which deepens their relationship and trust.
(Effective mobility solutions also allow more time out of the office
Here at Walden Insurance Network, we use Vertafore’s AMS360,
and I’m confident that as the industry – and technology’s role
within it – continues to change, so too will our AMS.
AMS30 is always striving to improve the areas we, as agency
owners, look for. One area is reporting. Agency reports have
always been a challenge gathering the data necessary to know
exactly where you stand as an agency at all times. As a result,
they brought us a new reporting platform – at no additional cost
to us. Another area that Vertafore looks to improve is the ability
to limit the number of times an employee has to leave the
system. Through its Platform product, they are doing just that.
An AMS is one of the most costly expenses an agency incurs –
other than employee costs. It needs to be one that is flexible,
helps cut costs by saving time and providing the tools needed to
Is it impactful for current, and potential, customers?
An effective AMS increases efficiency through integration, and a
business that is efficient is positioned to better serve its
customers. An AMS that keeps employees stuck relying on old
school processes and muddy accounting, takes their valuable
time that could have been spent on building customer
AMS360 also has a customer portal that allows your customers
to do limited customer service, print ID cards, certificates of
One of my favorite features of AMS360 is access to Vertafore
University. Whether it’s a simple customer request or a
complicated on-boarding session, the ability to quickly log into
Vertafore University and watch a demo to learn how to process
that task is something my employees and I can’t live without.
These on-demand demos not only continue to reflect changes
within the industry, they help us do a better job of serving our
customers. The CHAT feature inside AMS360 also saves a huge
amount of time. This feature keeps our employees from waiting
on hold just to leave a message for someone to call them back.
Above all else, an effective AMS should eliminate the need to
purchase and maintain different vendor solutions, support a fully
automated workflow, increase efficiency, and provide
comprehensive reporting tools. While more art than science, the
right AMS should ultimately allow agencies to focus on the core
of the business: your customers.
Shelita Stuart, LUTCF currently lives in Port Richey, FL with her
husband, Bill. Together, they have three children, one
grandchild, one dog (Dudley) and four grand-dogs. She grew up
in Pensacola, Florida where she lived until she started her career
with MetLife in Tampa, FL. She is president of Walden Insurance
Network, which she started in 1997. She is currently president-
elect of NAIFA-Florida (assuming office of president July 1, 2018).
She is active in her community, and her church.