2001 2002Document workflow management * 51%

Policy administration * 45%

Claims processing * 40%

Financial reporting * 38%

Employee self-service/intranet 22% 36%

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

Relational database management system 40% 32%

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

Intranet Web portal 19% 34%

CRM/marketing automation/sales automation 27% 32%

Underwriting * 23%

Call center/customer care 19% 23%

Analytical/business intelligence tools (e.g., data warehouse)16% 19%

Extranet trading partner network/marketplace 16% 9%

Mobile/wireless messaging software 5% 15%

Other 8% 6%

(* New category, not covered in 2001 survey.)

Source: Insurance Networking survey of 82 carriers, agents and brokers

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