From the highest executive to the lowest-level associate, business people in corporate America are creatures of habit-often to a fault.Take paper processing. The reliance on paper documents might represent a drag on day-to-day workflow, but to business people accustomed to traditional processing methods, paper provides a comfort zone-inefficiencies and all.

Two years ago, Penn Mutual Life Insurance Co. recognized the need to automate its policy processing procedures. The hard part was how to do it without disrupting workflow.

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