Finding That Elusive Reference Information: ProNavigator

A 2024 ICTA nomination

Toronto, ON (Jan. 29, 2024) – ProNavigator was founded after our CEO endured a 90-minute hold time when contacting his insurance provider with what he thought was a simple question. Frustrated with this experience, he set out to understand how such an impactful industry could still have these issues. By 2019, we broke new ground in the industry by releasing the ProNavigator platform – the insurance industry’s first knowledge management platform. The ProNavigator platform uses technology to enable insurance professionals to store, manage, organize, and access information from a single platform. By enhancing speed of information, ProNavigator aims to raise service standards across the insurance sector.

Partnering with a large national broker in May 2023, ProNavigator enabled their internal teams to quickly locate and gain access to information across their personal and commercial lines. Implementing ProNavigator has allowed this team to increase their efficiency in finding the information they need while reducing information overload and time spent in outdated legacy systems. Not only have they been able to save time spent searching for information, but they’ve also boosted productivity and collaboration across their teams.

We’ve received positive feedback from their team, including this quote from one of their capacity team members: “This tool is so useful, I use it all the time, and want to make sure that our agents are using this tool to make life easier! Especially our digital sales team who have to access underwriting information and rules for all our provinces!”

Implementation of the ProNavigator Platform

Our intensive onboarding process allows for a smooth transition onto our platform, allowing our clients to be up and running with little disruption or heavy lifting from their end. Their regular check-ins with our success team ensure that they continue to get the most out of our partnership and platform. A designated success team member is also easily accessible through email and phone outside of the scheduled check-ins. Their real-time feedback on functionality and insights allows us to plan future platform improvements to better serve them and our other clients.

Key Features

  • Fast, accurate search to pinpoint answers in seconds
  • Automatic versioning and detection – the most up-to-date version is automatically displayed, with users alerted when accessing potentially outdated information to ensure accuracy.
  • Dynamic Filters – Enable customizable filters, allowing users to pinpoint relevant information.
  • Collections – a powerful tool to collect, view and compare information all in one place
  • Snippets – easily save and add notes to key pieces of information with the option of sharing them across teams.
  • Insights and Analytics – insight into the most frequently asked questions and usage from users allows admins to dive into areas of improvement and gaps within their team and content
  • User permissions and access – granular user permissions ensure that sensitive information is only accessible by the right users

Benefits of ProNavigator

  • Accuracy and consistency in information – staff will have access to the most up-to-date information, and all carrier information will be in one place
  • Speed of information location and customer service – searching through multiple portals and sources is a thing of the past; new and tenured staff alike can quickly retrieve information with our library and search functionality
  • Document centralization – store all internal content in one place for ease of collaboration across teams
  • Employee satisfaction – Eliminating frustration and time spent doing menial tasks to reduce the risk of employee burnout and churn
  • Full Market Exposure – Leverage multiple markets with a single search
  • Analytics – Granular data allows leadership to improve future document creation as well as determine what content is the most valuable to their teams

Business Impact

The main benefit that the national broker has seen is the amount of money and time saved over the course of implementing our platform. These impacts have included:

  • Time savings of almost 600 hours per month
  • Annualized cost savings of over $200,000 based on initial platform use case
  • On average 15% faster call handle times (average 15% faster)
  • An approximate increase in staff productivity of 10%
  • 40% faster new hire ramp up time resulting in lower training and onboarding costs

About ProNavigator

ProNavigator provides a knowledge-sharing platform, Ask Sage, used by some of the largest insurance organizations in North America to save time, provide superior service, and seize revenue opportunities. The platform leverages the latest advancements in artificial intelligence and natural language understanding to instantly, automatically, and accurately retrieve answers to employees’ questions.

For more information, please visit pronavigator.ai.

SOURCE: ProNavigator

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