How Insurance Giant Aflac Made Mobile Applications Its Policy
Aflac's fleet of field agents need real-time business information to do their jobs well, and the insurance company has crafted specialized mobile applications to make those remote employees more efficient--and make their jobs easier.
Shields also saw some resistance to the shift from human interaction between agents and call centers or headquarters to using technology to retrieve and send necessary information themselves. So Aflac decided to let its agents take their time in switching over to the smartphone applications and even to let them make their own decision on whether to do so at all.
Shields he has enough confidence that resistant users will eventually see the vast potential of Mobile.Aflac and get over reservations on their own. And the overwhelming positive feedback the company has received so far can't help either, Shields says.
"There's nothing like having your peers tout something, rather than the IT department," he says.
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