The process of selecting and deploying new technology in an agency can be time-consuming and costly – and it may not always lead to success. Thankfully, there are some proven approaches. Following these five tips can significantly increase the likelihood of successfully applying new technology to help achieve agency goals.
1. Don’t start with the solution
It’s tempting to start with the tech as a solution. Don’t. Technology is all about enablement, but businesses need to know what problem they are trying to solve before they can choose the tech that will enable them to do it. Successful agencies push toward very specific outcomes for very specific reasons, and different goals require different tools. The surprising truth is that new technology may not be needed. It could be that processes need to be improved and that with new processes, the current tech is sufficient.
2. Slow down to speed up
Independent agencies that are leveraging technology to the fullest and achieving the best results spend a significant amount of time upfront building and refining a plan. Being slow and deliberate at first enables them to move at lightning speed later. They often start by contacting current technology providers, explaining the goal and seeing if the tech they already have can help. This discussion can lead to some unexpected wins, like version updates or insights into how to leverage current tools to the max.
3. “Underwrite” the new tech like a business
Once the precise goal is identified and a determination is made that the current technology cannot accomplish it, an agency can start looking for the tech that can. Examine any potential new provider in the same way an underwriter assesses a prospective insured. Look at the potential vendor’s time in business, financial health, testimonials, number of successful and unsuccessful implementations. Make sure to challenge assumptions, flag blind spots, and surface the “what ifs.” Verify all claims regarding capabilities by demanding they “show” you, not “tell” you. If they can’t demo a workflow that matters to you, that’s a red flag. (See this ViewPoint article which recommends the right questions to ask potential AI vendors.)
4. Rollout your tech with people and processes in mind
Implementation involves much more than “plug and play.” Many details can arise in the process of implementing new technology. The key factor – by far – at this implementation stage involves managing not only the new technology, but the people and processes by which that new technology will be implemented. Keep everyone on the team deeply involved; communicate regularly so that everyone understands why and how this new technology is going to impact them.
It is essential at this stage to lay out plans specific to the implementation, establishing clear responsibilities for each team member. Define the data clean-up and migration process in detail. Anticipate any possible agency service interruptions and prepare external customer communications ahead of time.
5. Don’t just “set it and forget it”
The implementation of new technology is never a “set it and forget it” situation. These tips will help reduce (but not eliminate) surprises. Just about every agency that goes through the process of implementing new technology ends up with some skinned knees and slight bruises. Once everything is in place, certain job descriptions may have to be revised, and additional training may be necessary along the way. At this point, a significant amount of time and money may have been invested in onboarding the new technology. Keep a direct line of communication open with the vendor to be certain that the agency continues to get the most out of any updates. And, finally, don’t forget to recognize all employees’ efforts and celebrate the success.
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