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The world has a local focus.  Organizations of all shapes and sizes have implemented strategies to support the local execution of business practices and services. The insurance industry followed suit, with many carriers decentralizing.  Regional offices were empowered to set procedures and enact decisions that would benefit local policyholders. This worked for a while and likely gave a lift to customer service at the micro level. Over time however, the negative impact on operational efficiency and carriers’ buying power put the debate over centralized vs. decentralized decision-making back on the table.

Advances in technology make it possible to have the best of both worlds: centralized operations that offer a single command and control structure where strategy is defined, process is developed, and efficient decision making is in place, while providing a local touch in regional claims handling. 

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