While most of us likely associate Progressive with the Flo character from the commercials, there's an entire line of products behind that smiling face. Progressive offers a host of insurance options ranging from property to casualty commercial and beyond, and in support of the aforementioned two, Progressive turned to Accenture and its Accenture (News - Alert) Duck Creek policy and rating software to help drive growth in those markets.
Accenture Duck Creek is comprised of several different tools meant to help drive growth by improving both customer service quality and product deployment. The various tools allow for policies to be established, underwritten and rated all from one central point, making it easier for the various agents in Progressive's operation to do business. The use of Accenture Duck Creek allows for not only new business to be written in rapid fashion, but for any future insurance policy changes to be instituted as well, making it easy to buy new insurance and easy to make changes to old policies. That opens up the field to upselling to current customers and accommodating new customers.
Perhaps even more noteworthy is that some of the various components involved in Duck Creek—particularly Duck Creek Policy and Rating, as well as billing and claims systems—can be put to work independently, filling in a gap in a current system. Additionally, all the tools can be put into play at the same time, allowing for that complete platform approach.
The president of Progressive's commercial lines division, John Barbagallo, offered up some comment on why Accenture Duck Creek was tapped for such a purpose, saying “Delivering innovative products and services to our customers and agents is what drives us. Getting new solutions to market quickly, with quality and consistency across all customer and agent touch points is the primary focus of our platform modernization effort. Accenture Duck Creek is aligned with the business direction we are pursuing and offers the configuration, product design and rating engine we feel is best able to handle our business needs now and in the years to come.”
The key takeaway in all this is that Progressive is living up to its name, and bringing in some key changes to allow independent agents to get the most out of working with Progressive. With writing new business now easier with the new tools, and changes likewise easier to make, Progressive is allowing its agents the ability to better address both old and new customers, a key component of a quality customer experience. That's got to be welcome for those interested in doing business with Progressive, and might well prove a selling point for the individual agents.
It will likely be a while before we see just what kind of impact Progressive's new connection with Accenture Duck Creek has on Progressive's operations, but knowing what we know so far suggests that there should be plenty of happy agents out there, putting the new tools to good use in the field.
Edited by Maurice Nagle