Madison, Wis.-based Rural Mutual Insurance Company can be counted among the many insurers that have witnessed, over the past few years, the changing needs of both personal and commercial insurance buyers.More than three years ago, Rural Mutual embarked on a strategy that would enable the company to better serve its customers, its 160 career agency force and its own internal support staff that often interacts with agents.

The company's plan was no small undertaking: Rural Mutual will, by the end of this year, have put the finishing touches on a three-year system conversion project designed to phase out a legacy environment in favor of an open, flexible and cost-effective operating platform.

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