taxi fleet plus review 18.10.2011
TRANSCRIPT
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· TFP have a successful business with the majority of the business coming through a network of national brokers, these brokers use the TFP schemes portal to obtain quotes and manage policies online, this was last updated in 2008, advances in technology and website design now allow TFP the opportunity to improve the current offering for the benefit of both users and TFP.
· In 2011 TFP have undertaken a review of its web based solutions with a view to optimizing it’s current offerings using technological and usability enhancements to design a best-in-class online sales and service model
· This report details the findings of that review and the impact that these recommendations will have to a web-based insurance user journey
· Implementing these recommendations will help TFP ensure that the quote and after –sales servicing platform provide the “Best in Class” experience for it’s users
Introduction
· The Market Place
· Quote Process:
· Mid Term Adjustments:
· Renewals:
· Claims:
· Accounts
· Housekeeping
· Summary of Recommendations
The Approach
The Market Place
Stats:
300,000 taxis in the UK
Top 3 Competitors:
LV, Westminster, Sabre
Top 3 Brokers
Swinton, Cabshield, A-Plan
Stats:
300,000 taxis in the UK
Top 3 Competitors:
LV, Westminster, Sabre
Top 3 Brokers
Swinton, Cabshield, A-Plan
Customers:
80% of online search via Google and over 30,000 searches per month for taxi insurance TFP do not appear on google
Customers:
80% of online search via Google and over 30,000 searches per month for taxi insurance TFP do not appear on google
Social Media:
Linked-in and Facebook small positive feedback on TFP in forums/blogs
Social Media:
Linked-in and Facebook small positive feedback on TFP in forums/blogs
The Future Market Place
Stats:
300,000 taxis in the UK
Top 3 Competitors:
Powerplace, Your Insurance & Simply business.
Top 3 Brokers
Money Supermarket, Compare the market & Confused
Stats:
300,000 taxis in the UK
Top 3 Competitors:
Powerplace, Your Insurance & Simply business.
Top 3 Brokers
Money Supermarket, Compare the market & Confused
Social Media:
Blogs & Forum’s will be the main reference areas for reviews and recommendations
Social Media:
Blogs & Forum’s will be the main reference areas for reviews and recommendations
· Current process (min 7 steps)· Quote>Vehicle Details>Premium> Declaration> Accept>Payment>Deposit>Confirmation
· New process (min 3 steps)· Quote>Premium> Accept>Confirmation
For every page you reduce in your process = 10% increase in sales =
New Business > The Quote Process
Site Statistics > 30.09.2011
· 15,889 logged onto the TFP home page
· 2,842 started a single taxi quote
· 1,455 got a quote ( 50% dropped off)
· 109 purchased a policy (7.5% conversion ratio)
IF WE IMPROVED THE DROP OFF RATES BY:
· 10% (45%) = 1563 quotes =117 sales=6 add sales and £9k GWP
· 20% (40%) = 1705 quotes = 128 sales = 19 add sales and £28.5k GWP
· 30% (35%) = 1847 quotes = 138 sales = 29 add sales and £43.5k GWP
· 40% (30%) = 1989 quotes = 149 sales = 40 add sales and £60k GWP– 10
Size of the Prize
Portal > Home Page
Usability/Salesmanship:
Home page cluttered no differentiation
between volume products.
Diary, MTA’s, Renewals & Claims not
given enough prominence
Usability/Salesmanship:
Home page cluttered no differentiation
between volume products.
Diary, MTA’s, Renewals & Claims not
given enough prominence
Salesmanship:
No telephone numbers
Salesmanship:
No telephone numbers
Usability:
Tabs not clear or large enough to assist
in navigation on site
Usability:
Tabs not clear or large enough to assist
in navigation on site
Salesmanship:
This home page is your shop
window to the broker network and
needs to be changed/updated on a
regular basis
Salesmanship:
This home page is your shop
window to the broker network and
needs to be changed/updated on a
regular basis
Portal > Quote Page
Usability:
No consistency on lay out of questions.
Usability:
No consistency on lay out of questions.
Salesmanship/Usability:
No support functions:
Contact details:
Documents:
i-buttons
FAQ’s
Salesmanship/Usability:
No support functions:
Contact details:
Documents:
i-buttons
FAQ’s
Salesmanship/usability:
A clear status bar is not displayed at the top to indicate user’s progress through the quote form
Salesmanship/usability:
A clear status bar is not displayed at the top to indicate user’s progress through the quote form
Portal > vehicle page
Usability:
Vehicle details takes you to a different page and will confuse the user:
“Year of Make” not the most intuative starter question for user
Usability:
Vehicle details takes you to a different page and will confuse the user:
“Year of Make” not the most intuative starter question for user
Usability:
Additional fields appear one by one rather then all appearing on the screen
Usability:
Additional fields appear one by one rather then all appearing on the screen
Portal > Premium page
Salesmanship:
Price needs to be the highest visual priority:
Users ’ first action is to hunt for the price.
Salesmanship:
Price needs to be the highest visual priority:
Users ’ first action is to hunt for the price.
Salesmanship/Usability:
No support functions:
Contact details:
Documents:
FAQ’s
Salesmanship/Usability:
No support functions:
Contact details:
Documents:
FAQ’s
Usability:
No consistency on lay out of information on page
Usability:
No consistency on lay out of information on page
Portal > Premium page – Add on’s
Salesmanship:
Add on’s below the fold should be presented after Premium
Salesmanship:
Add on’s below the fold should be presented after Premium
Usability:
Error message appears if you select “Data Head” add on before inputting any value
Usability:
Error message appears if you select “Data Head” add on before inputting any value
Salesmanship/Usability:
No support functions:
Contact details:
Documents:
FAQ’s
Salesmanship/Usability:
No support functions:
Contact details:
Documents:
FAQ’s
Portal > Premium page - Contact TFP
Salesmanship:
Contact Us is an e-mail form no contact details or department telephone numbers
Salesmanship:
Contact Us is an e-mail form no contact details or department telephone numbers
Portal > Help
Salesmanship/usability:
No content on MTA’S on help page:
Salesmanship/usability:
No content on MTA’S on help page:
Portal > Accept quote page
Usability:
No consistency on lay out of information on page
Usability:
No consistency on lay out of information on page
Usability:
Payment choices should all be presented on the same page
Usability:
Payment choices should all be presented on the same page
Payment ScreensPortal > Payment page
Salesmanship:
No telephone numbers
No contact options
No info/help/FAQ’s
No DDM/Credit card imagery
No Security imagery
Salesmanship:
No telephone numbers
No contact options
No info/help/FAQ’s
No DDM/Credit card imagery
No Security imagery
Portal > Payment page
Salesmanship:
No telephone numbers
No contact options
No info/help/FAQ’s
No DDM/Credit card imagery
No Security imagery
Salesmanship:
No telephone numbers
No contact options
No info/help/FAQ’s
No DDM/Credit card imagery
No Security imagery
Portal – Payment page
Salesmanship:
No telephone numbers
No contact options
No info/help/FAQ’s
No DDM/Credit card imagery
No Security imagery
Salesmanship:
No telephone numbers
No contact options
No info/help/FAQ’s
No DDM/Credit card imagery
No Security imagery
Portal – Payment page
Salesmanship:
No telephone numbers
No contact options
No info/help/FAQ’s
No DDM/Credit card imagery
No Security imagery
Salesmanship:
No telephone numbers
No contact options
No info/help/FAQ’s
No DDM/Credit card imagery
No Security imagery
Portal – Payment page
Salesmanship:
No telephone numbers
No contact options
No info/help/FAQ’s
No DDM/Credit card imagery
No Security imagery
Salesmanship:
No telephone numbers
No contact options
No info/help/FAQ’s
No DDM/Credit card imagery
No Security imagery
Portal – Confirmation page
Salesmanship/usability:
Need to provide a clear confirmation of purchase:
Make it clear that the purchase is complete
Re-iterate what has been bought
Provide access to key product documents and allow printing of the motor certificate
Spell out any offline next steps
Provide required contact numbers
Detail any cross sells – unobtrusively
Salesmanship/usability:
Need to provide a clear confirmation of purchase:
Make it clear that the purchase is complete
Re-iterate what has been bought
Provide access to key product documents and allow printing of the motor certificate
Spell out any offline next steps
Provide required contact numbers
Detail any cross sells – unobtrusively
Add ons – Revenue Potential
Product TFP offer ? DetailsMonthly Annually Monthly Annually
Breakdown Vehicle upto 11 year old £60 +£5.00 DocFee £60 +£5.00 DocFee £7.49 £89.88
Vehicle over 11 years old £8.99 £107.88Taxi Liability £5million included as standardData Head Cover £2.00 per £1,00 sum insuredTaxi Legal Expenses included as standardWrong Fuel Cover Upto £1,500 £5.99 £56.00Excess Protection Cover > £300 £29.00
>£500 £39.00
>£1000 £49.00Key cover >£1,500 £7.98 £95.76Personal Accident >£120k £7.98 £95.76Private Medical InsuranceKey Man coverTaxi Office cover
Competitors PriceTFP Price
Other insurance products ?
Mid Term Adjustments
Salesmanship/usability:
Same issues as Quote process +
· No individual broker details on MTA’s
· MID not updated automatically
· No dedicated telephone numbers (Solo team receive MTA calls)
· No docs or cert issued online
– 10
Salesmanship/usability:
Same issues as Quote process +
· No individual broker details on MTA’s
· MID not updated automatically
· No dedicated telephone numbers (Solo team receive MTA calls)
· No docs or cert issued online
– 10
Renewals
– 10
Salesmanship/usability:
Same issues as Quote process +
Also, no feedback to existing broker when quoted by another broker on TFP quote system
– 10
Salesmanship/usability:
Same issues as Quote process +
Also, no feedback to existing broker when quoted by another broker on TFP quote system
– 10
Claims
– 10
Salesmanship/usability:
Same issues as Quote process +
No process for reporting a claim all handled by Aviva’s claims process/network
– 10
Salesmanship/usability:
Same issues as Quote process +
No process for reporting a claim all handled by Aviva’s claims process/network
– 10
Accounts
– 10
Salesmanship/usability:
No functionality for brokers to see monthly statements
– 10
Salesmanship/usability:
No functionality for brokers to see monthly statements
– 10
Housekeeping - www.tfpschemes.co.uk
Housekeeping:
No Service Level agreements (SLA’s) with current suppliers
No Disaster Recovery Plan
No Escrow Agreement with Peter Evans
No Social Media capabilities (Facebook/You Tube/Twitter/Linked-in)
Housekeeping:
No Service Level agreements (SLA’s) with current suppliers
No Disaster Recovery Plan
No Escrow Agreement with Peter Evans
No Social Media capabilities (Facebook/You Tube/Twitter/Linked-in)
Usability:
No forgotten password/username functionality
Usability:
No forgotten password/username functionality
Housekeeping – General - M.I.
Housekeeping:
Management of the website should be brought in house:
No Management Information on main website
M.I. on Portal limited
No field level M.I. on portal
No Content Management System on websites
Housekeeping:
Management of the website should be brought in house:
No Management Information on main website
M.I. on Portal limited
No field level M.I. on portal
No Content Management System on websites
Home Page should
follow website look and
feel
Portal – https:/tfptaxi.peterevans.com/quote/log.in
Branding:
URL and copyright should be TFP
Branding:
URL and copyright should be TFP
Salesmanship:
Look & Feel should mirror the main website
Salesmanship:
Look & Feel should mirror the main website
Usability:
No forgotten password /username functionality
Usability:
No forgotten password /username functionality
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Quick Wins:
Provide relevant dept contact details
Use web chat to assist users whilst online
Provide policy issue/documentation at point of sale
Provide statements online (paperless accounts)
Redesign the Portal focusing on improving the process and user experience:
Enhanced user experience for Quote /MTA/Renewal & Claims process
DVLA Look up ?
Question set info/error messaging
Manage the websites and understand visitor activity/issues:
Bring your main website in-house
Tag the TFP Portal with a solution that understands user activity/ issues (Session Cam)
Review current providers SLA’s, Disaster Recovery & Escrow Agreement
Synchronise all transactions between the portal and VIP’s/VIP’s and the Portal
Automate MID updates
Executive Summary
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Priority Summary of Recommendations Benefit Cost Complexity Time to Market0 Housekeeping 0 0 0 01 Look& Feelshould be consistent across all websites Brand awareness Nil L 1 day2 Branding & copyright should be TFP Brand awareness Nil L 1 day3 Content Management System Cost savings approx £2500 1000 L 3-4 weeks4 Set up a facebook page Brand awareness Nil L 1 day5 Set up a TFP group on Linked in Brand awareness Nil L 1 day6 Post TFP Solo demo on Youtube Brand awareness/SEO Nil L 1 day7 Set up TFP on Twitter Brand awareness Nil L 1 day8 Forgotten Password/Username Reset cost savings >10% of staff/call volume >2K M 2 weeks9 Management Information Reliability on KPI's TBC M 4-8 weeks
10 No Service Level Agrrements with Suppliers Business Continuity Nil L 4-8 weeks11 No Disaster Recover Plan Business Continuity Nil L 4-8 weeks12 No Escrow Agreement with Peter Evans Business Continuity £2/3K L 4-8 weeks
Quotes1 Telephone number on portal Improved sales >1k L 1 day2 Web chat Improved sales >£1.5k L 2-3weeks3 Policy docs/Summary of cover on portal 1,000 call per month >1k L 2-3 weeks4 Personalisation improved user experience >1k L 2 weeks5 Help/info field level improved user experience >2k L 2 weeks6 FAQ'S improved user experience/cost saving >1k L 2 weeks7 Motor Certificate on portal cost savings >5k M 4-6 weeks8 Scan & upload drivers licence/badge @POS cost savings 0 M 4-6 weeks9 Flexi commission/fees improved user experience/sales >5k M 6-8 weeks
10 Quick Quote improved user experience/sales >£5k M 4-6 weeks11 Outbound sales on abandoned quotes Improved sales >tbc M 4-6 weeks12 Rebrand/Improved Quote process Improved user experience /sales >£35K H 3-4 months13 Progress Indicator Improved user experience include in above L included in above14 Add ons increased sales include in above L included in above15 No version control on quotations Reliability on KPI's >tbc H 3-4 months16 DVLA Look up improved user experience >75k H 4 months +
Mid Term Adjustments1 Correct Dept telephone number 1,000 call per month include in above L 1 day2 Provide content for help screen Improved user expereince include in above L 1 day3 Automatic update to VIP's/MIB Reduced reputational risk/compensation payments >1k M 3-4 weeks4 Monthly Statements on the portal Postage and staffing costs of sending paper statements >2k M 3-4 weeks5 Stop additional Temporary cover notes Compliance with RTA/reduced staff costs >5k M 3-4 weeks
Renewals1 Renewal under attack advise existing broker Improved renewal retention nil L 1day
Claims1 Upload Claims process/docs Improved user experience >1k L 1 day
Accounts1 Upload monthly statements Cost Savings/ Improved user experience >2,5k L 2-3weeks