Individual customers who wanted to set up a new policy would visit one of$$ ABC's $70$ branch offices or make contact with an agent. They would then fill out an application and sometimes attach a check. The branch office then sent the application package through company mail to the XYZ division in London. In$$ addition, a customer might also fill out the application at home and send it directly to any number of ABC$$ locations, which would then transfer it to the London operation. Once$$ received, XYZ separated the various parts of the$$ application, then scanned and digitized it$.$ The electronic image was then retrieved from a server and delivered to an$$ associate's desktop client computer. The associate was responsible for entering the information on the form into the appropriate database. If the information supplied on the application was$$ complete, a confirmation notice was automatically printed and sent to the customer. If the information was$$ incomplete, then another$$ associate, trained to deal with customers on the$$ phone, would call the customer to obtain the additional information. If the customer noticed something wrong on the confirmation notice$$ received, she or he would either call a$$ toll$-$free number or send in a letter describing the problem. The Customer Problem Resolution division dealt with problems arising at this point. An updated confirmation notice was sent to the customer. If the information was$$ correct, the application transaction was complete.