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
