APR 11, 2014 1:45pm ET

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The New Customer Experience


"We can tell who's going to see what changes, and then roll that out and see how that impacts the agent," Grove says. "That doesn't sound that hard, but it becomes very hard when you're talking about multiple variables being changed, and who's really being impacted." With two, three, four variables or more, he explains, it was difficult in the past to see which drivers would be affected by premium increases, an issue that was compounded by the company's inability to discern which variables were responsible for the rate changes. Those complications disappeared with the implementation of SAS, he says. "Now I can tell exactly who those individuals are. So it's a much better, more intelligent approach."

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