Sometimes technology surprises us by offering benefits we may not have realized it provided, such as additional uses for existing software programs or innovative ways to manage workflow. That happened at our agency just last month, when our virtual private network (VPN) and voice-over-Internet protocol (VoIP) phone system provided an unexpected solution to a sudden crisis.

A VPN allows an agency with multiple locations to reduce software and maintenance costs by combining an agency management system database and a Microsoft exchange server for e-mail from a single location. We replaced two separate servers with one by using terminal service for data transmissions and remote voice access over a VoIP network, and as a result reduced management system operating costs by 40%. Our first year's savings offset the cost of the additional VPN hardware and software. Other agencies might also find that upgrading to a high-level technology platform creates enough savings to justify the investment.

Besides reducing expenses and improving efficiency, a VPN with terminal services allows employees to remotely access an agency's system. For a paperless agency, this capability may give the owner and staff members even greater flexibility than they may have anticipated. For example, because our office is paperless and we combine a VPN with terminal services, two of our customer service representatives can effectively work from home.