State Farm insurance products are marketed through its $19,000$ independent contractor agents who maintain local offices across the United States. At one time, those agents were responsible for servicing accounts and were the primary contacts when customers had questions about their policies or claims to report. However, State Farm, which has been in business since $1922,$ now offers its policyholders a range of technologyenhanced options such as a smartphone app and a web$-$based portal to report claims, make payments, or make changes to their policies. State Farm's transition away from face$-$to$-$face servicing of clients reflects how is a major factor of the external environment.

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