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

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