Insurance agents and carriers both know that capturing new business centers around offering fair and competitive prices. Most understand that pulling in customers also hinges on the ability to issue coverage swiftly and accurately.Paul Bouwers, principal of Pella, Iowa-based Pella Insurance Agency, never had difficulty finding competitive quotes for auto or homeowners insurance through his many insurer affiliates. But when it came to maximizing the service behind new or existing business, Bouwers had a burning desire to get policies in the hands of Pella's customers much faster.

"It was always a process of faxing paper back and forth between our office and an insurer's. It would be a 12- to 30-day process before a customer would have a policy in hand. But customers have developed a 'drive-through' mentality about fulfillment-they want to be accommodated instantaneously," says Bouwers.

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