2021 Best Practices Study

Cross Category Comparison

Detailed Data for All Revenue Categories

Technology

AGENCIES WITH REVENUES OF:

<$1.25M $1.25-$2.5M $2.5-$5M $5-$10M $10-$25M >$25M

Number of IT Employees (includes regularly outsourced IT support staff) IT Payrol l as % of Pro Forma Net Rev IT Expense as % of Pro Forma Net Rev

0.1

0.1

0.2

0.5

1.3

6.7

0.0% 3.9%

0.0% 3.0%

0.1% 2.8%

0.3% 2.7%

0.6% 2.5%

0.9% 2.5%

(excl. comp, hardware depreciation & software amortization)

Top Agency Mgmt Systems Used in Home Office:

AMS360

16.7% 38.9%

36.4% 27.3%

40.9% 36.4%

31.0% 57.1%

17.9% 64.1%

26.3% 52.6%

EPIC

EZLynx

9.1%

HawkSoft

22.2%

Sagi tta

2.4%

12.8%

18.4%

SIS - Partner XE

11.1% 11.1%

TAM

18.2%

13.6%

9.5%

Jenesis

2.6% 2.6%

Xdimensional Tech. - Nexsure

Other

9.0%

9.1%

2.6%

Technology Utilization: Electronic Communications Used: Texting wi th Cl ients Use of Tablets/Smartphones Agency eSignature Solutions Carrier eSignature Solutions Activi ty Noti fications from Carrier Paperless or e-documents ("eDocs")

77.8% 77.8% 94.4% 94.4% 83.3% 94.4%

81.8% 95.5% 86.4% 81.8% 95.5%

77.3% 93.2%

78.0% 92.9% 95.2% 90.5% 90.5% 97.6%

87.5%

71.8% 97.4% 97.4% 81.1% 81.6%

100.0%

100.0%

92.7% 77.5% 87.8% 97.6%

84.1% 88.6% 90.9%

100.0%

100.0%

Marketing: Websi te

100.0%

95.5% 81.0%

100.0%

97.6% 85.7%

100.0%

100.0%

Mobi le Adaptable Websi te

94.4%

95.3%

85.4%

87.2%

Social Media Facebook

88.9% 38.9% 77.8% 38.9% 50.0% 61.1%

90.9% 54.5% 81.8% 38.1% 47.6% 57.1% 95.5% 54.5% 95.2% 72.7% 38.1% 14.3% 42.9% 28.6% 90.9% 23.8% 60.0% 50.0% 85.7% 95.2%

93.0% 41.9% 93.0% 37.2% 55.8% 55.8% 75.0% 93.2% 63.6% 27.3% 11.4% 45.5% 25.0% 100.0%

92.9% 64.3% 88.1% 73.8% 71.4% 66.7% 95.2% 85.7% 95.2% 81.0% 40.5% 28.6% 61.9% 23.8% 69.0% 24.4% 58.5% 34.1% 78.6% 83.3%

100.0%

79.5% 71.8% 97.4% 33.3% 79.5% 87.2%

Twi tter LinkedIn

63.4% 95.1% 51.2% 75.6% 72.5%

Instagram

Customer Portal

Digi tal Content - Blogs, Webinars Processing Technologies: Paperless or e-documents ("eDocs")

94.4% 61.1%

95.1%

100.0% 100.0%

Secure/Encrypted emai l

100.0%

Electronic Funds Transfer (EFT)

100.0%

97.6% 68.3% 19.5% 13.9% 45.0% 30.0% 78.0% 29.3% 36.6% 41.5% 75.6% 82.9%

97.4% 73.7% 34.2% 27.6% 52.6% 36.4% 81.1% 30.6% 65.7% 54.3% 86.8% 83.8%

Onl ine Appl ication

50.0% 27.8% 11.1% 42.1% 15.8%

Onl ine Chat Assistance

Vi rtual Chat Agent (via machine learning) Mobi le App (manage accounts) Integrated Leads Processing

Rating Technologies:

Use Comp Rater for PL Use Comp Rater for CL

73.7%

79.1%

5.3%

9.3%

Use 'Bridging' from wi thin AMS (PL) Use 'Bridging' from wi thin AMS (CL) Use Carrier Agent Portal for PL Use Carrier Agent Portal for CL Offer Consumer Rating via Agency Websi te

57.9% 31.6% 84.2% 78.9%

70.7% 58.5% 90.5% 90.5%

26.3%

35.0%

21.4%

20.0%

17.5%

26.5%

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