It's every company's dream to have more business coming in than it knows what to do with-but it can also become a nightmare. More than one company's reputation has been tarnished when its answer to a complaint is along the lines of, "We're swamped. We'll get to you when we can."
InServe Corp. specialists in the workers' comp market since 1994, found itself in that position a little more than a year ago. After six years in business, it began experiencing rapid growth and saw its business expand to 18 states. The flexibility to grow and serve those expanding markets was sorely tested by the ratings and issuance software it relied on from its carriers. The mix of in-house applications, third party software, and stopgap tools meant there had to be extensive manual data entry and continual passing of the data between applications.
John Pierce, CTO of InServe, said the company needed to eliminate the manual processing. "The fewer people who handle things the better," he said.
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