• The 3-Click Desk Reference is an information look-up tool used by customer service departments, call centers, and underwriting departments in mid- to large-sized insurance agencies and companies.
• It can contain any information a company wishes to make available to its CSRs for effective customer call resolution. The company identifies which information is to be included, and the 3-Click Desk Reference is custom-designed to organize and display the information.
• An efficient 3-click navigation system ensures that this information can be quickly located.
• It is easy to maintain, which allows the information to always be kept up to date.
• It is viewed in a browser window (Internet Explorer, Netscpe, etc.) on any computer operating system.

There are as many types of useful information to include as there are insurance companies. Here are some examples:

Coverage information Underwriting guidelines Procedures Authorized contacts Cancellation information State-specific information for each carrier or insurance plan

Forms Process flows Scripts Benefit information Frequently called numbers Plan comparisons Carrier comparisons Anything else your operators need

• Puts critical information at your operators' finger tips. They won't need to put customers on hold; they won't need to leave their desks to find the answers they need.
• Reduces the time it takes to resolve a customer call, thereby increasing customer satisfaction.
• Having the best tool for the job empowers operators to deliver excellent customer service, thereby increasing their self-esteem and job satisfaction.
• Reduces training costs. The 3-Click Desk Reference requires no training to use, and its easy retrieval of information reduces the amount of "stuff" they need to learn. Why should they try to remember it when they can quickly look it up?
• Allows you to control the information your operators use, ensuring that it is consistent across all operators and always current. No more sticky notes, cheat sheets, and dog-eared memorandums tacked to their cubicle walls.
• Because it is custom-built to include all the information you need, it can grow as you grow and respond quickly to changes in your business. No costly "modules" to purchase every time you branch into a new business line or add coverage in a new state.
• Keeps you out of trouble. Because your information is always accurate and up-to-date, you reduce the risk of errors and omissions.
• Reduces call center costs by making operators more efficient.
• Increases sales revenue by providing a better customer experience and converting more callers to customers.

It depends. A really large system containing thousands of screens of information may cost between $10K and $30K. Smaller systems will obviously cost less. The cost is driven by how much information you want to include and the method you choose to relay it to me. These two variables also affect how long it takes to develop the system, but in general, a system will take 12-16 weeks.

The 3-Click Desk Reference is written in simple HTML—the language of the Internet. You can change and update information using simple tools like MSNotepad or MSWord or any other text editor; HTML editors make the job easier. It is not a database and does not require complicated, expensive programming.

You can view a short “slideshow” demo by clicking here. But to see the full power of this system and to learn how adaptable it is to suit your business model, you really need to see it “live.” Please call me, or permit me to call you, and I will give you a personal tour right on your own desktop.

The 3-Click Desk Reference is a service line provided by A Written Word, a Colorado-based technical communications company doing business since 1997. A Written Word's president, Carol Elkins, has been writing technical and scientific documentation since 1984 and has received national and international awards. A Written Words' clients are, for the most part, large companies that are government regulated (pharmaceutical and insurance companies) or regulate an industry themselves (railway transportation standards). These companies maintain a long-term and ongoing relationship with A Written Word because they have learned that they can count on AWW to deliver—period.

A Written Word operates a state-of-the art computing facility with high-end networked workstations, printers, and scanners. Although Carol is the principal writer, she will outsource, when necessary, to other professionals when she needs to go outside her particular skillset. For example, she doesn't do graphic design or bell-and-whistle Javascripting, but often these skills are required for a really great product. She has developed relationships with trusted colleagues that she manages as a "virtual team."

You can view an entire business case by clicking here.

Long before you purchase a system, I will work with you to identify your company's needs. The organization of your company's information can be made only after I have a good understanding of how it will be used, a clear picture of your objectives, and hopefully a chance to meet and interact with the folks who will use the system. It is very important that you have employee buy-in for the new system, and involving them in this early needs analysis will strengthen their commitment to the project.

Needs analysis. Usually my clients bring me on-site for a 2-day visit although much can be done via teleconference. They schedule meetings with various team members; show me what system is currently in use and describe its problems and benefits; and give me an opportunity to see the operators do their jobs. I can literally design the system while I'm there, with input from all team members. My deliverable will be a complete needs analysis and project proposal that outlines various options for you to choose from; a fairly complete description of the information that will be used to build your system; a cost breakdown; and a project timeline. At this point, you can take this proposal to any other company for development or you can continue to work with me. It is important to me that you feel comfortable working with me and that we both have a clear understanding of each other's expectations.

Information gathering. If you accept the proposal and enter into a contract with me, we will begin the process of information collection. During the project proposal, I developed a very detailed document analysis that will serve as a road map for the project. This keeps both you and I on target and makes it easy to handle changes as they occur. Your team and I will have identified the "bins" of information to be used in your project during the needs analysis. During information gathering, we sort through the various sources of the information, allocating it to whichever "bin" of information it pertains. My clients usually prefer to collect the data themselves, using MSWord templates that I provide. This is the most cost-effective approach and often is the only way to relay to me information that exists behind carrier company firewalls and "for licensed agent only" access points. Sometimes, however, all is required is to give me a copy of an existing hardcopy manual or files of information; that becomes my "raw material" and I build the system from there. Regardless, it is important that you assign a dedicated resource to be the focal point for incoming information—from me and from other sources.

System development. I build your system, incorporating the information you've given me. All along the way, I provide regular status reports and review copies of draft "bins" of information. Most importantly, I give you password-protected access to a "live" development arena where, at any time, you can see the project, test it, and make any course corrections necessary. I am a strong believer in "no nasty surprises"; it is what I hate most about contractors, regardless of their profession. I make sure that my clients always know what's going on and I communicate with them quickly and frequently.

My clients usually choose to use this development time as an additional way to create "buy in" in their users. Buy-in ensures that the 3-Click Desk Reference will be used by and be useful to all operators and will generate maximum ROI. They will involve as many people as possible in the collection of information and review of drafts. When employees are made a part of the creation of this system, they are naturally invested in its successful outcome. In addition, this method spreads the workload across a lot more people, making it less of a resource drain. It is important to have one or two "key" individuals who are responsible for the final content; this ensures accuracy of data and allows these individuals a more global view of the project.

Support. When I deliver your system (usually on CD ROM), I include easy procedures that explain how to update and maintain it. You don't have to do this yourself if you don't want to; we can design a maintenance plan that is possibly more economical and certainly just as efficient as your doing it in-house.

Large changes that involve new pages or bins of information will require that I recompile the information using the development software I used to create your system. This updates the navigation, index, TOC, and glossary. If you want total, autonomous, never-need-a-consultant's-help control of your system, I will work with you so that you can purchase the development software. No, you won't need a programmer or a database manager; just someone who can learn a new software application. (If they learned how to use MSWord, they can learn this tool.) I think, however, that you will discover that using my services for major changes will be more cost-effective.

I am only a quick phone call away to help you or your IT department upload your new 3-Click Desk Reference and get your operators comfortable using it. I do not dump the project in your lap and run. Remember what I said earlier about developing "lasting relationships" with my clients? I want to be the first person you think of on your next project!