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Survey: Information Is In Too Many Places

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NU Online News Service, Oct. 13, 2004, 5:33 p.m. EDT

Many North American life insurers are even more interested in improving distribution than in improving customer service.[@@]

Insurance Software Solutions Corp., Toronto, a software company better known as Solcorp, is reporting that finding in a preliminary discussion of results of an informal survey of executives at large and midsize North American insurers.

Although 60% of the respondents cite improving customer service as a highly important objective, 70% name improving the efficiency and effectiveness of distribution channels as a high priority, Solcorp says.

About 69% of the respondents are trying to improve customer service by adding Web-based customer service systems and consolidating customer data, and 50% name fragmentation of customer data as a serious obstacle to improving customer service, Solcorp says.

Solcorp, a unit of Electronic Data Systems Corp., Plano, Texas, conducted the survey together with Whitehill Technologies Inc., Moncton, New Brunswick, and DSPA Software Inc., Mississauga, Ontario.