Celina made an astute decision in 1999 when it recognized the growing power of the Web and the implications for business. At the forefront of its industry in seeing the Web's potential, Celina decided to use the Web to make it easy for independent agents to do business with them, thereby increasing agent loyalty and improving services to both agents and end customers.
With the rapid application development and integration capabilities of Lotus Domino, Celina built an extranet using IBM Lotus Notes and Domino, IBM Lotus Sametime, IBM DB2, and an AS/400-based inquiry and transaction processing application. The resulting Resource Base of Information (RBI) application exposes information from Celina's insurance processing application to its agents. This allows agents to use a Web browser to access policy data and claims data, process payments, rate customers' credit and update policies, all via integration with the in-house insurance system.
Safeguarding the privacy and security of customer information was a prime consideration from the start, and the potent security features of Lotus Notes and Domino allowed Celina to deliver a security-rich solution. RBI requires every agent to authenticate through the Lotus Domino directory before gaining any access to information. To keep agents from seeing customer data belonging to other agents, RBI uses "reader names" to build privacy partitions. Further, the encryption capabilities in Lotus Notes and Domino and in Lotus Sametime provide Celina with peace of mind in knowing that confidential information going out over the Web has security protection.