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ISCS Emphasizes Usability & Customer-centric Marketing with New Management Hire

San Jose, CA - August 5, 2009 - ISCS, Inc., the property/casualty insurance industry's leading provider of end-to-end, SOA and Web-based policy administration solutions (PAS) is pleased to announce Phil Kiekhaefer, Ph.D., has joined the company as Director of Marketing and Usability.

"Dr. Kiekhaefer brings extensive Web, customer communication, and usability expertise to our team," said Andy Scurto, ISCS president. "Our policy administration system, SurePower Innovation, is already well-known for its high level of usability and productivity, and Dr. Kiekhaefer will help ensure we continue to be leader and an innovator in this area."

At ISCS, Kiekhaefer's responsibilities include:

  • Developing usability programs for insured and agent Web portal development,
  • Extending prior usability initiatives for SurePower Innovation, and
  • Ongoing client communication on usability

Meeting Needs of Prospective Clients during PAS Selection
The insurance technology selection process is based largely on communication between insurers and potential vendors about needs and solution functionality.  Insurers today logically look to PAS solutions to increase productivity in areas such as underwriting and claims and to enable carriers to build business through effective producer portals and insured self-service portals.

Part of Kiekhaefer's task at ISCS is driving a "voice of the customer" program.  This initiative will deepen understanding of ISCS's current carrier and MGA clients' insurance automation experience, and will utilize that insight to ensure ISCS's marketing language meets the real information needs of potential clients.

"Hiring Phil was a unique opportunity to increase the ways we listen to customers, learn from prospects, and develop data on how our product can meet their business goals," said Tim Shelton, executive vice president for ISCS. "This is a win for our current clients and for those considering SurePower Innovation."  

Kiekhaefer Brings Web 2.0 Expertise and Varied Insurance Experience
Prior to joining ISCS, Kiekhaefer was an independent consultant for 15 years, specializing in market research, software usability, and Internet initiatives. His clients included Cisco Systems, Stanford University, and many well-known pharmaceutical companies as well as social networking, enterprise software, and mobile application start-ups.

Kiekhaefer also served three years as a legislative aide for a U.S. Congressman, where he was responsible for health care, Social Security and insurer relations for a district that was home to several large insurers and niche insurance companies. Prior to this, his insurance software experience included two years developing interfaces, training programs, and reporting for a developer of enterprise administration and insurance processing systems for large physician groups, where he also led several conversions from paper to automated systems.

Kiekhaefer received his undergraduate degree from Stanford University, "with distinction," and was elected to Phi Beta Kappa. He received his Ph.D. in English from University of California, Berkeley. 

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About ISCS
P&C carriers and MGAs rely on the SurePower Innovation® policy administration system to perform critical business processes for commercial, personal and specialty lines of business. These include underwriting automation , policy and claims management, integrated reinsurance, integrated billing and much more. The system provides integrated document management, a rules-based data warehouse, and document imaging client tool for bulk indexing and LDAP-standards security. With modern highly-scalable, extensible, and configurable technology, SurePower Innovation enables insurers of all sizes to meet today's market requirement for business agility.



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