The goal of Harleysville Insurance is one shared by many in the competitive world of property/casualty insurance: to be easier for independent agents to do business with. "Generally, agencies deal with multiple carriers, and their customer service representatives opt for a company that has a good product, good pricing, and good technology," says Akhil Tripathi, senior vice president and CIO of Harleysville.

According to Tripathi, it became evident to Harleysville a couple of years ago the carrier needed to replace multiple policy administration systems it had been using for its commercial lines business to make things operate in real time. The carrier wanted a solution that was Web based, he adds, and would facilitate access through the Internet for its agents.

Harleysville offers multiple lines of insurance, and predominantly the carrier operates in the commercial lines space for small and medium-size businesses. The carrier replaced five mainframe-based systems with the single AQS/advantage solution. The older systems were put in place over the last 20-plus years as Harleysville acquired other regional companies. Those systems were modified to some extent but still were more line-of-business based.

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