Insurance carriers can offer excellent coverage with customer and claims service that is quick and decisive, but without a solid sales force–captive agents, the independent variety, or even the Internet–none of that matters. With this in mind, connecting with agents and arming them with a variety of tools is reaching a level of high importance among carriers.

If carriers want to be successful in selling products, Gartner research vice president Kimberly Harris-Ferrante believes they have to get the information that is needed to the agent. “What has changed a little bit over the years is what that information should be,” she says. “It’s not just product information. It’s also customer information.”

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