Under these circumstances, the capacity of ebroker as a mature and stable web application for insurance brokers under a cloud model takes extraordinary relevance.
The current situation of alarm and social confinement caused by the health crisis The coronavirus has been an unexpected, unexpected and improvised professional and business scenario that has forced the group of insurance brokers to transform their traditional work environment overnight into a high intensity telework model and under extreme circumstances.
These circumstances have also been a great challenge and consequent impact for ebroker insurance brokers web application as a technological provider of its community of insurance brokers since, in addition to accompanying them and offering an adequate level of service to their organizational structure in the face of these unexpected circumstances, It has also meant an express inflection for technology towards the telework environment with the complexity of managing healthcare services and offshoring infrastructure.
Since last Monday, March 16, the insurance brokers web application ebroker team, made up of 50 people, 45 have been operating at full capacity in teleworking mode, including all areas of operation: contact center, development teams, management of technological systems, commercial area, training area, etc .; Only a team of 5 people remained at the technology headquarters in charge of the maintenance of critical systems, cloud environments and supervision of contingency plans.
Under these circumstances and conditions, the capacity of the insurance broker web application ebroker as a mature and stable web application has taken on extraordinary relevance, as well as its operation under the cloud model, which has allowed its brokers users to transfer the positions of I work from their offices to the private homes of their team members and thus, in less than a day's work, have an operational and efficient teleworking environment.
As a consequence, the ebroker user service department received a service overload on Monday, March 16, in demand of help in the configuration of teleworking environments that, even doubling the usual daily traffic load, it was absorbed normally and effectively.
As long as this exceptional situation continues, ebroker software for insurance agents will monitor the pulse of the activity of its broker community by monitoring some aspects and activities that derived from the use of technology could be representative of its intensity of activity, such as demand for customer service, interactions with insurers with commercial activity in the multitarification system, levels of attendance at training webinars, and other parameters that could be shown to be significant and whose dissemination contributes sectorial value to the monitoring of the crisis.
In relation to commercial activity, and taking as a reference week 2 to 6 of March, prior to the start of the crisis, multi-price quotations have experienced a progressive decline until reaching -46%.
However, and as positive news, there is a tendency to recovery in the data in the first week of April with a growth close to 5% compared to the previous one, which we trust will be consolidated in subsequent weeks.
Regarding the activity of the ebroker user service, it is verified that the activity of the brokerages remains stable and with service levels that do not present large fluctuations before or after the declaration of the alarm state, with the exception of the aforementioned service load peak motivated by the change to telework mode of the majority of the user community on March 16.
In this regard, it is worth highlighting the 98,38% level of service achieved by the ebroker Contact Center team, which also operating in offshoring mode of teleworking, reaches the effective service level of 98,38 calls answered for every 100 calls received. .
As a summary, to say that the vast majority of the community of insurance brokers who use ebroker have successfully completed the transition to the teleworking model, detecting a degree of business operating activity of a certain normality given the serious socio-economic circumstances, and a significant drop in the particular area of commercial activity with a certain tendency towards stabilization and a possible change in trend that will need to be monitored in the coming weeks.
