PIA Connection Online

Why agencies need an annual technology audit

Every agency knows the feeling. You attend a conference, sit through a webinar, or hear about a tool another agency is using and suddenly it feels like something you’re missing. Before long, another subscription gets added to the technology budget.

There’s nothing wrong with exploring new technology. The problem comes when agencies never stop to evaluate what they already have.

“Every week it seems like there’s a new vendor out there, especially with AI,” says Michael Ley, Director Agency Networks at HawkSoft. “You look at your technology budget and suddenly realize how much you’re spending. It can be death by too many subscriptions.”

An important strategy is for agencies to conduct an annual technology audit, not just to identify security risks, but to determine whether their technology investments are still aligned with their goals, workflows, and growth plans. The objective isn’t to buy more technology. It’s to make sure agents get the most value from the technology they already have.

These 10 questions can be a good starting point.

1. What technology are we paying for? Create a complete inventory of every software platform, subscription, and vendor relationship. Many agencies discover they’re paying for tools that are rarely used or have been forgotten entirely.

2. Does this technology still support our goals? Technology that made sense three years ago may not make sense today. Review each platform through the lens of your current business objectives. Is it helping the agency grow, improve service, increase efficiency, or strengthen profitability?

3. Are people actually using it? Compare purchased licenses to active users. If only a handful of employees are using a system, determine whether additional training is needed—or whether the tool should be retired.

4. Are we using all of a solution’s capabilities? Many agencies use only a fraction of the functionality available in their existing systems. Before adding a new solution, determine whether current platforms already offer the features you’re seeking.

5. Has another solution already replaced it? Solutions continue to evolve. Features that once required separate vendors may now be built directly into your agency management system or other solution. Eliminating redundant tools can reduce costs and simplify workflows.

6. Where are we rekeying data? Manual data entry is often the clearest sign of an integration problem. Identify where employees are entering the same information multiple times and look for opportunities to automate the processes.

7. Are we taking advantage of available integrations? The most valuable technology ecosystems are connected technology ecosystems. Review whether your agency management system, CRM, communication tools, quoting platforms, and other solutions are sharing data effectively.

8. What customer data does each vendor access? Map where client information is stored, transmitted, and shared. This is particularly important as agencies adopt AI tools, automation platforms, and additional third-party vendors.

9. Who has access to agency systems? Review employee, contractor, and vendor permissions. Remove access for former employees and ensure users have only the permissions necessary to perform their jobs.

10. What technology is costing us more than it’s worth? Just as agencies periodically review unprofitable accounts, they should review underperforming technology investments. Look for solutions with low adoption, overlapping functionality, or unclear return on investment.

A technology audit isn’t really about technology, it’s about your agency’s objectives.” As things change, you need to ask: Is this technology still aligned with my goals? Does it integrate with what we already have? What can I shed? What’s out there that I’m not using to its full potential?” says Ley.