CASE STUDIES
Farmers Insurance
Large-Scale User Adoption and Enablement Strategy
Snapshot
Client
Farmers Insurance
Industry:
Consumer Property & Casualty Insurance
Services:
Needs Analysis, Instructional Design, Process Optimization, Software Simulations, Project Management
Overview
Farmers Insurance has been a long-time client, and I value the relationship we have with them. We have worked on a number of projects across their company and products, including this large-scale rollout of auto coverage education crafted specifically for agents and customer service representatives.
Key Takeaway
Within their organization, I have been able to provide training across a diverse set of audiences and achieve results that met various business objectives, including sales and product competency.
The Challenge
A constant reality within the insurance industry, is that there are always changes to policy coverages, based on both various state regulations, and/or company directives.
As a result, we have been tasked with maintaining historical records of the work we have done so we can quickly and easily be brought back into a project as needed, and not require wasting valuable time "learning" how things work at Farmers.
This also requires documenting changes to their Guidewire Policy-center platforms and crafting new training based on how agents and service representatives need to get their jobs done.
The Approach
There was a variety of objectives including training audiences on the basics of insurance coverages, sales processes and approaches, and software application usage. Whenever possible I incorporated real-world stories from associates to boost the relevance of the material.
I worked closely with SMEs within various departments of the company including coverages, software platforms, and sales, to ensure we were including the most current, and applicable information in our content.
Learning Artifacts*
*Content and descriptions of work provided to client fall within confidentiality guidelines and are presented with permission.
Video Role Play
Video vignettes crafted to introduce concepts in a humorous manner
Retention Knowledge Check
Using scenarios that are referenced throughout training to test coverage-specific knowledge
Auto Coverage Basic Training
Robust, self-paced WBT coursework for agents and service reps
Take the Next Step.
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Robert Westfall