Recently while sitting at the airport waiting for a flight, I thought about how my mobile device has changed the way I travel and work. After confirming my gate assignment with the United Airlines app, I checked some of my recent banking transactions on the Bank of America app to ensure they went through, caught up with some friends on the Facebook app, and finally cleared up a few corporate emails before boarding. All while my laptop remained securely in my backpack.
While none of the above transactions were time-sensitive (except the flight confirmation), the fact that I was able to make use of otherwise wasted time was certainly a convenience factor that I appreciate. More importantly, the quality of the mobile experience gave me significant insights into the customer service capabilities of the companies I deal with. While I may not ultimately make my decisions about business relationships based solely on the quality of a mobile experience, it is certainly a factor that influences my overall impression of the company.
Contrast the above experience to a recent interaction I had with my homeowner’s insurance carrier after a water supply line to our refrigerator’s ice maker failed and our finished basement became flooded. The ceiling was damaged, the floor was ruined, and the carpet was toast. A call to the carrier initiated First Notice of Loss (FNOL), and the process of fixing the damage had begun. To be fair, the process was mostly painless. The claims adjuster who was assigned to our case was competent and caring, the initial abatement contractor they recommended was fantastic, and the ultimate settlement was fair and prompt. But, along the way, I found myself in games of voice mail and faxing tag (often while I was on the road), wondering if various documents were received and where we stood at key points. Any angst I experienced was probably unwarranted, yet it was obvious that this process was little changed from 20 or 30 years ago.
Which leads me to the topic of mobility solutions in the P&C market. Over the next couple of months, I’ll review some of my findings from ongoing analysis that I am conducting on the state of mobility offerings in various markets and lines of business. I’ll start with common personal line products and look at both externally-oriented applications and internally-focused applications. I will be highlighting some of the common features and functions of both, while also validating the usage scenarios these applications are supposed to support I’ll then look at some common commercial line markets and do the same thing. Along the way, I hope we’ll spark some spirited discussion.