It’s happened. The total number of mobile phones in the U.S. has surpassed our population—well, in excess of 300
million are now in use across the country. As most of us know firsthand, smartphones, tablets and mobile apps are truly
pervasive and changing lives, the expectations of users and the business operations that support them.
Similar to the personal computer, mobile
devices are quickly evolving and changing
our daily routines, but at a much faster pace.
The unfortunate news for many businesses
is that the operations behind the curtain
are evolving at a much slower rate than the
mobile environment. For the many companies
unable to keep up, this is leaving money and
competitive advantage on the table.
One common example is a mobile app that
lets an insured report a claim through a
smartphone. Many insurers have rolled out
apps that facilitate taking pictures, exchanging
insurance and driver information, reporting
the location, calling a tow truck, finding a
rental car and repair shop, and so on.
The reality is that many carriers are not
capturing the value from this new mobile
interaction. The mobile app might look and
sound interesting, but the reality is that the
operational processes behind the scenes
remain largely the same. We’ve seen countless
examples of this new technology supported
by outmoded processes. In the example
above, there’s an opportunity to turn “first
notice of loss” (FNOL) to “first and final notice
The reality is that few carriers are adopting
the end-to-end operational change needed
in the mobile environment. The result: missed
opportunity to improve service and cost.