2001 2002Policy administration * 54%
Document workflow management * 46%
Underwriting * 43%
Claims processing * 40%
Financial reporting * 40%
Business-to-business e-commerce 63% 40%
Relational database management system 43% 31%
Intranet Web portal 37% 31%
Analytical/business intelligence tools (e.g., data warehouse)57% 29%
Employee self-service/intranet 34% 29%
CRM/marketing automation/sales automation 29% 23%
Call center/customer care 26% 20%
Business-to-consumer e-commerce 49% 17%
Extranet trading partner network/marketplace 23% 11%
Mobile/wireless messaging software 9% 6%
Other 9% 6%
(* New category, not covered in 2001 survey.)
Source: Insurance Networking survey of 82 carriers, agents and brokers