Two men and a woman in business clothes sitting at a desk looking at a tablet.

Drayden Insurance Ltd. gains a single view of the business

Drayden Insurance, a growth-focused company, required a single view into customer relationships across all lines of business, sales opportunities, financial accounting, and policy administration to be successful. Applied Epic had the workflow customisation and client record visibility that Drayden needed to effectively manage growth across multiple offices.

"With staff now able to compile their own reports for their managers in an automated fashion, we are saving a lot of time. With Applied Epic, staff are more accountable for their results, and everyone is on the same page."

Loreen Belovich

SVP and CFO

Drayden Insurance Ltd.

Challenge

Drayden Insurance Ltd has 165 staff across multiple offices and needed a single system to standardise data and workflows to increase efficiency and ensure data consistency across offices. The customer experience is also a major focus for Drayden. The staff needed a system that automate operations, reducing time spent on administrative tasks and provide more time to service customers.  

Solution

Drayden chose Applied Epic to streamline business operations and standardise data across all eight offices. The management team at Drayden also utilises consistent, enterprise-wide reporting of Applied Epic to efficiently manage business operations across multiple geographies in one application. Staff are able to schedule reports and view their progress against projected their goals.

Applied Epic has also been instrumental in improving customer service. “In Applied Epic, we can send emails and newsletters, and really manage our marketing efforts to keep in touch with the clients that we might not see that often,” said Belovich. From a sales perspective, cross-selling and upselling are automated within Applied Epic. “Our goal is to wholly take care of our clients, and when they write more types of business with us, we can provide better rates and service,” said Belovich.

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Result

Applied Epic automates business operations around workflows that enable Drayden to increase staff efficiency, while ensuring consistent delivery of high-level service to its clients. The standardised workflows across all offices was an important factor in choosing Applied Epic. “We are confident in the accuracy and consistencies of our data. And, knowing that staff is completing processes the same way across all offices is critical,” said Belovich. The workflows are tailored to Drayden, with easy drag and drop capabilities and activities with detailed notes. Drayden now spends less time to complete change requests and process new business because of the workflows. “There isn’t a lot of extra clicking, so we are seeing productivity savings in that area,” said Belovich.

In the last year, Drayden has seen client retention increase as the added efficiencies from Applied Epic enable staff to spend more time focusing on customers. “From the efficiencies gained with Applied Epic workflows, we are able to spend more time with clients and provide strategic advice and counsel,” said Belovich. “Applied enables us to provide a better client experience and spend more time with the client and less time on data entry and servicing.” Drayden continues to see significant growth with the use of Applied technology.

Drayden Insurance Ltd.

Founded in 1965, Drayden Insurance Ltd. is a leading international insurance broker, servicing more than 30,000 clients. The brokerage services 55 percent Personal Lines business and 40 percent Commercial Lines business, providing a wide range of products which include homeowners, farm, life, financial and registry.

Company Snapshot

Headquarters: Edmonton, Alberta
8 additional offices across Alberta
165 employees

Software Leveraged

Applied Epic