more incentive to look to The Hartford for the right
products to offer their clients. 
The Hartford’s Group Beneﬁts Division’s (GBD)
Producer View Web portal enables group beneﬁts bro-
kers to manage their books of business and track com-
missions and premium payments online. It’s also a
resource for product brochures and other marketing
material. GBD’s Employer View portal meets beneﬁts
managers’ increasing demands for self-service. In 2001
GBD added online billing capability to the portal, which
also features access to forms and status reports on pre-
mium payments and claims, among other functions. 
The property-casualty operation’s Electronic
Business Center (EBC) has transformed the way agents
do business. They can obtain quotes almost instantly,
check billing and loss information, track claims pay-
ments and perform a host of other daily tasks. Because
it’s their virtual back ofﬁce, agents have more time to
do what’s right for them: build their business. The EBC
is proving especially valuable in the high-growth small-
business market, where service is as important as price.
The EBC saves hours of administrative time, allowing
agents to sell commercial insurance products much
more proﬁtably.
The EBC also came into its own as a decision-sup-
port tool in 2001. Among other new features, its scoring
tool evaluates potential small-business customers
based on factors such as the number of employees and
the size and type of the business. The score helps identi-
fy businesses The Hartford is likely to accept and mini-
mizes the complexity of agents’ decisions. 
Technology introduced in 2001 also enhanced
customers’ interaction with our personal lines opera-
tion. Computer-telephony integration (CTI) at call cen-
ters immediately directs calls to the right customer
service representative based on whether the caller is an
auto or homeowner’s policyholder. CTI also automati-
cally calls up the customer’s record on the customer
service representative’s screen so service is faster and
doing business is easier—the embodiment of The
Hartford Experience.