(Percentage of survey respondents)By Carriers

2001 2002 2003

Agency management systems * * 45%

Policy administration * 54% 42%

Financial reporting * 40% 40%

Document workflow management * 46% 40%

Business-to-business e-commerce 63% 40% 32%

Agent extranet * * 32%

Claims processing * 40% 32%

Underwriting * 43% 24%

Analytical/business intelligence/data warehouse 57% 29% 21%

Intranet Web portal 37% 31% 21%

Call center/customer care 26% 20% 21%

Relational database management system 43% 31% 18%

Business-to-consumer e-commerce 49% 17% 18%

Employee self-service/intranet 34% 29% 13%

CRM/marketing automation/sales automation 29% 23% 8%

Mobile/wireless messaging software 9% 6% 8%

Extranet trading partner network/marketplace 23% 11% 3%

Other 9% 6% 13%

By Agents, Brokers, And Service Firms

2001 2002 2003

Agency management systems * * 54%

Financial reporting * 38% 35%

Document workflow management * 51% 31%

Policy administration * 45% 29%

Business-to-business e-commerce 32% 32% 27%

Intranet Web portal 19% 34% 25%

Business-to-consumer e-commerce 30% 34% 23%

Employee self-service/intranet 22% 36% 19%

Relational database management system 40% 32% 19%

Underwriting * 23% 15%

Claims processing * 40% 12%

CRM/marketing automation/sales automation 27% 32% 11%

Analytical/business intelligence/data warehouse 16% 19% 11%

Mobile/wireless messaging software 5% 15% 11%

Call center/customer care 19% 23% 10%

Agent extranet * * 10%

Extranet trading partner network/marketplace 16% 9% 8%

Other 8% 6% 6%

(* New category not covered in prior surveys.)

Source: Insurance Networking survey of 95 carriers, agents and brokers.

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