David vs. Insurance Goliaths
One small carrier stretched the capabilities of its system to match larger competitors functionality and offer independent agents instant messaging with its underwriters.
It may not seem like such a long time ago, but in 1998, when Rob Shoenfelt joined Celina Insurance Group, the Ohio-based carrier did not have e-mail and his new bosses told him they were waiting to see what this Web thing would do to the industry. As senior vice president and CIO, Shoenfelt says, The challenges we faced were to use technology to work with our independent agents and also to compete with companies that are significantly larger than us. We had to do something rapidly, and it had to be something easy to use.
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