BriteCore RFI

Implementing BriteCore

Successful implementation projects require focus, organization, and perspective. We work closely with clients to thoroughly understand their needs and help execute their strategic goals. We leverage industry leading technology to improve efficiency and raise quality, positioning our clients for long term success.

Questionnaire

  1. Describe your implementation approach and/or process.

    Generally speaking, we offer a hybrid approach to implementation and development. Our development cycle is agile, so we promote adaptive planning, evolutionary development, early delivery, continuous improvement and rapid responses to change.

    Our implementation strategy follows more of a waterfall methodology through predetermined phases of conception, initiations, analysis, design, construction, testing, implementation, and maintenance.

  2. Describe the installation process.

    As a cloud-based system, BriteCore is not installed in the same way a traditional software platform is installed. It is hosted online with API integrations to and from third party applications. A complete implementation of our system occurs over the course of several months and can be broken down into five major phases. During the implementation phases, the carrier will work in collaboration with our dedicated team of implementation specialists, content analysts, data conversion specialists, software developers, and third-party vendors to create a customized software solution.

    For more information about each phase of implementation, view our generic BriteCore Implementation Timetable. This timetable is based on average implementation timelines. Blue indicates the average timetable for the mini project. Gray indicates the average timetable with a number of variables introduced that increase the project scope (e.g., additional third-party vendor integration requirements).

  3. What major skill sets are needed from the carrier side to encourage successful implementation?

    Strong, thoughtful leadership is the most necessary skill during a system replacement. Large operational migrations typically hold many unforeseen twists and turns. Outcomes are much better when leadership is united around a clear, consistent vision.

    The technical skills required to implement BriteCore depend on the integration and functionality required by the carrier. Carriers with minimal internal staff need very few technical skills if they are willing to work within the parameters of the current system. However, as carriers seek to extend the capabilities of BriteCore, increasing levels of IT expertise become very valuable.

  4. What variables determine the timeframe of the implementation?

    There are several factors that work together to determine the timeframe of the implementation. The most critical variables are lines entries, vendor integrations, and change requests.

    BriteCore's Lines module allows each implementation to contain customized rules and rates. Our Content team will work with your project lead to determine the best configuration for your Lines setup. The time required to complete this process is heavily dependent of the responsiveness and flexibility of your team.

    There are many excellent third party vendors who offer extended value to BriteCore clients. We integrate with these vendors to provide additional services such as mortgagee notification, property valuation, and loss history. We will help your company build relationships with both currently integrated and new vendors. Most integration timelines depend on the nature of our relationship and the extent to which their services need to be integrated.

    Product customization is another major component that helps determine the timeframe of an implementation. Some carriers require very little modification to the core software, and others submit a large number of change requests. We work with you during implementation to identify gaps in the core system functionality in order to develop an implementation strategy that includes customized feature development to achieve your business goals. We tailor the software to make sure your system does exactly what you need it to do.

  5. Do you implement carriers directly or do you use a third party vendor?

    In general, we implement clients directly without a third party vendor. Our quality standards are extremely high and our costs are very low, and we have never located a vendor that can offer similar value for a cost that our clients wish to absorb. However, we have relationships with other third party vendors who are happy to assist with implementations if you are interested in working with a third party implementation service.

  6. What assistance do you provide in identifying business requirements?

    We create detailed business requirements as part of every standard implementation. An implementing client may also ask for 20-25 change requests during their project. Many software requirement specifications and process documents are created as a result. Additionally, every issue tracking or change request ticket contains Business Requirements and Success Conditions outlined by IWS and the carrier. When more information is needed, IWS can communicate back and forth with the carrier through the Trac application. This is where IWS uploads examples, flowcharts, and process details to the program in order to further assist our clients.

  7. Describe your issue resolution and escalation process during implementation.

    IWS values client relationships above all else. We strive to provide industry-leading customer service and consider each client to be a long-term partner. Transparency and clear expectations allow us to maintain this partnership and build a mutually respectful and beneficial relationship. When unexpected issues arise, we will work with you to:

    • Identify problems and propose solutions
    • Track progress and assign responsibility
    • Analyze and prioritize issues effectively
    • Gather input and report progress
    • Record resolutions for future refrerence and project learning
    • Monitor the overall project health and status

    If the issue is one where we attempt to solve a processing problem, then we set up calls, send emails, perform demos, post to the forum and put together flow charts to develop a new process that utilizes BriteCore's workflow. An example of this would be determining how to pay commissions between agents, agencies and agency groups.

    Clients can report any funcationality errors via the "Oops" button in BriteCore. This creates a ticket in Trac or issue management system. The client is notified every time a comment is made in the Trac ticket. If entirely new functionality is required, a change request can be submitted through BriteIdeas. Change requests can be voted on by the community or funded directly through pledges. Your initial block of implementation hours can be pledged toward funded development. Most clients utilize about 50% of their implementation hours as funded development.

    Our project manager will be your primary point of contact through implementation. If for some reason, you feel that an issue needs to be elevated, we will provide you with the necessary contact information for middle or upper management.

  8. Based on your experience, what are the key components of a successful BriteCore implementation?

    Strategic planning and execution in regards to time, budget, and project management are key components of a successful project. In order for your company to undergo a progressive implementation, you'll need to help set expectations and foster good relationships between your employees and your selected software vendor. The most successful projects involve mutual planning, leadership, partnership, and coordination:

    • Planning: You will need a transition plan that includes your company‚Äôs financial, technical, and business-related requirements, and accounts for your current processes, systems, and staff. We will work with you carefully to think through all of the end to end details and develop a list of deliverables that are expected from BriteCore. There are many moving pieces during a system replacement. Some of the most common planning deficiencies we have encountered with other carriers include definitions for custom reports, access to legacy data, coordination with third party systems, and clear rates and forms.
    • Leadership: You'll want to strategize ways to bring your team members on board with the system replacement and changes. This requires open communication and inclusion during the decision making process with all your key staff. Your staff needs to believe that system replacement is necessary and valuable in order to support the many process changes that are required for a successful launch. Feedback from and training with those who will be using the software is critical to your success.
    • Partnership: Despite all attempts to know the details, many surprises arise during every implementation. Trust is required from both the carrier and the vendor due to the high amount of cooperation required to build out a successful implementation. We encourage companies to view the carrier-vendor relationship as a lasting partnership. The more we know about your company and its long-term strategies, the easier it will be for us to personalize your initial setup in a way that executes your overall business goals.
    • Coordination: Successful implementations require dedicated personnel within both organizations. Our project manager has guided many implementations and does a great job guiding carriers through the process. Your company will also need a dedicated project lead that is available to answer questions, make decisions, and act on behalf of your company. This person needs to be very knowledgeable and gain the trust of both your staff and ours. The ideal candidate has experience across many areas of your company and has a role supporting your current software system.

  9. What advice would you give to carriers who are entering the discovery and implementation phase?

    Implementations tend to go best when the vendor and the carrier share the same vision. Communication and collaboration is critical for carrying out the strategic goals of the insurance company. We advise carriers to consider doing the following when evaluating a software vendor and implementing new technology:

    • Exercise due diligence prior to software selection and implementation
    • Update your rating manuals so they are clear and concise
    • Establish a leadership team that can make timely and insightful managerial decisions
    • Assign a project manager who is organized and task-driven
    • Adopt new business practices when needed to improve accuracy and efficiency
    • Prioritize system replacement with organization-wide purpose and support