Despite all the progress that has been made in developing agent-carrier interfaces, insurance agents, particularly those who are independent, want more workflow support than they're currently receiving from the insurance companies with which they conduct business.In a survey conducted by Scituate, Mass.-based Deep Customer Connections (DCC), there's a gap between agents' expectations and carriers' performance-a gap that has widened since DCC's first survey last year. The Web-based poll was sent to more than 40,000 independent insurance agencies and brokerages nationwide.

"The gap between expectations and performance tripled on five of the 10 factors of ease of doing business," notes Paul Croke, one of DCC's founding partners. DCC advises corporations across multiple industries on the strategies to foster strong relationships with their customers. The firm counts Allstate and Prudential among its insurance clients.

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