Web servers publish information publicly over the internet that can be accessed by a computer user through web browsers for information and data that the user needs.

Web servers can often be cyber-attack targets through many different direct and indirect methods, including malware, phishing, or misdirection of a user to an invalid website that looks to be legitimate.

Companies and organizations need to have strong web security measures in place to secure the web server(s) they operate and maintain.

Web server security

Companies and organizations need to regularly assess their security needs and identify areas of potential web server security risks. Companies must develop a written organizational plan for their security policies and security measures. The plan might include, but not be limited to the following:

• Web server configuration and change controls/management policies:
  • Frequency of needed patches and upgrades to the operating system
  • Setting limitations of applications and services
  • Details of user authentication configurations
  • Any additional security measures specific to the company
  • Frequency of routine security testing
• Security awareness and training for all employees
• Contingency planning and response plans for any potential server breach
• Controls and limitations for information that can be published on the web

To help assure overall web server security, an organization’s web server administrator should configure all new servers to meet the company’s specific identified security needs and should not rely on default manufacturer’s settings.

Securing a web server requires ongoing review and updates, including:

• Overall system configuration and analysis of important data and files
• Regular backups of critical information and data
• Procedures for recovering from any potential data breach
• Routinely testing and installing software patches, as needed
• Routinely testing overall security measures

Protecting web content

Information on public websites is obviously intended for public use. But it is important to ensure this public information cannot be accessed or changed without proper authorization. Some controls may include, but not be limited to:

• Limiting applications and services
• Installing a host-based intrusion detection system or a prevention system to help detect any intrusions.
• Using user-authentication controls
• Continuous review and updates to network infrastructure that supports the web server, including firewalls, routers, etc.

Additional information

Further information and details regarding public web server security can be found through the U.S. Department of Commerce, Department of National Institute of Standards and Technology: NIST SP 800-44 Version 2, Guidelines on Securing Public Web Servers.

This material is provided for informational purposes only and does not provide any coverage or guarantee loss prevention. The examples in this material are provided as hypothetical and for illustration purposes only. The Hanover Insurance Company and its affiliates and subsidiaries (“The Hanover”) specifically disclaim any warranty or representation that acceptance of any recommendations contained herein will make any premises, or operation safe or in compliance with any law or regulation. By providing this information to you. The Hanover does not assume (and specifically disclaims) any duty, undertaking or responsibility to you. The decision to accept or implement any recommendation(s) or advice contained in this material must be made by you.

LC 2022-229

Spyware is a common attack measure many cybercriminals use against companies and individuals. It is a type of malicious software (malware) that will gather information from your computer systems and networks without you knowing or without your approval. 

Spyware has the capability of capturing screenshots of information, keystrokes, passwords, email addresses, internet usage or browsing habits, and other sensitive and personal information. Spyware will often use keywords such as bank names and online payment systems to prompt the spyware to start gathering information.

Spyware can be installed on your computer through phishing emails and other scams. Cyber criminals will then use the information they gather for personal or financial gain.

Spyware risks

Spyware will consume your computer system’s resources and the overall bandwidth of your network. If your computer or network is infected with spyware, there may be serious performance problems with your system and applications, including data loss and more frequent system crashes.

Spyware comes in many different forms and may include ways for the spyware operator to hijack browser sessions to lead the user to invalid websites. They may also use social engineering methods or use cookies and bugs to gather important information and data.

Preventing spyware

• Operating systems and applications may have inherent vulnerabilities in their programming that a cybercriminal will try to exploit through social engineering methods. So it is important to always be mindful of downloading anything from public web sites, opening email attachments, etc. 
• Avoid opening any links in pop-up ads or emails from unknown senders. Don’t allow ActiveX controls or browser plug-ins. Be careful of simply answering “No” to any requests for a download as this may prompt the spyware to load anyway. 
• Be careful with application or software installations where the license or privacy agreements may allow monitoring or allow the company to install additional software.
• Maintain regular updates of your computer’s operating system and install patches when they are made available. 
• Keep your antivirus and anti-spyware software updated as well. 

Additional information

Further information regarding Spyware can be found through the Department of Homeland Security, Cybersecurity & Infrastructure Agency: Microsoft Word - Spyware_Final_USCERTversion.doc (cisa.gov).

This material is provided for informational purposes only and does not provide any coverage or guarantee loss prevention. The examples in this material are provided as hypothetical and for illustration purposes only. The Hanover Insurance Company and its affiliates and subsidiaries (“The Hanover”) specifically disclaim any warranty or representation that acceptance of any recommendations contained herein will make any premises, or operation safe or in compliance with any law or regulation. By providing this information to you. The Hanover does not assume (and specifically disclaims) any duty, undertaking or responsibility to you. The decision to accept or implement any recommendation(s) or advice contained in this material must be made by you.

LC 2022-228

Laptops, tablets, and smartphones are targets for theft, mainly because of their small size (they can be easily stolen) and their relative value. Mobile devices are a market for easy cash through used-computer equipment stores and pawn shops.

If your laptop or smartphone is stolen, criminals may have access to personal information, financial information, and other sensitive data. They may then choose to use that information for personal gain and identity theft.

How to avoid becoming a victim

• Always secure your devices. Don’t leave cellphones, computers or tablets in your vehicle, even if it is locked – especially in plain sight. If you must leave your devices in your vehicle, store them in the trunk or try to conceal them in a locked glove compartment or elsewhere in the vehicle where they cannot be seen.
• Keep your devices in your bag or briefcase. Better yet, if the device is small enough, keep it in your pocket when you are walking or out in public.
• Do not leave your devices unattended in a meeting or conference room. 
• Use locking devices, such as cable locks, to secure a mobile device to a larger, permanent structure in your office.
• Ensure that all your devices have a unique log-in. Don’t use the same password for different devices.
• Ensure that devices log-off after a short period of inactivity. 
• Regularly back up all important information and data that is on your mobile devices.
• Always be mindful of your mobile devices, especially when flying and sending your devices through the X-ray scanner at the airport. Airport scams often include criminals working in pairs. One will pass through the scanner quickly, while the second scammer will hold up the line. In this example, the first scammer will then pick up a laptop or mobile device as if it belongs to him/her and walk away while the other scammer continues the distraction. To avoid this scam, only put your mobile device on the conveyor belt when it is your turn to go through the X-ray scanner. Alert security staff if you believe your device is in danger of being taken.
• Be careful when leaving the store with any newly released mobile device that you purchase. These newly released electronics are often more vulnerable to being stolen. They are usually highly sought and more expensive, making them more valuable to the criminals as well. Try to avoid shopping and leaving a store alone or late at night.
• If a theft of your mobile device does occur, report it immediately to the local police. Keep a record of the make, model, and serial number of each of your devices so that the police can file a complete report. They can then enter the information into the stolen electronic device database.  
• Work with the local police on measures to recover your device. The police may ask you to contact your provider to have your cellphone or cell-enabled device “bricked.” This can make the device(s) essentially worthless to the criminal.

Additional information

Many local police departments and the Department of Homeland Security have regularly updated tips and information on protecting and preventing theft of mobile devices.

Check your local law enforcement for recent updates and any news on mobile device criminal activity in your area or where you may be traveling.

This material is provided for informational purposes only and does not provide any coverage or guarantee loss prevention. The examples in this material are provided as hypothetical and for illustration purposes only. The Hanover Insurance Company and its affiliates and subsidiaries (“The Hanover”) specifically disclaim any warranty or representation that acceptance of any recommendations contained herein will make any premises, or operation safe or in compliance with any law or regulation. By providing this information to you. The Hanover does not assume (and specifically disclaims) any duty, undertaking or responsibility to you. The decision to accept or implement any recommendation(s) or advice contained in this material must be made by you.

LC 2022-227

Many of our daily activities are online today and rely on computers and computer networks. These everyday activities include tasks such as email, entertainment, navigation, shopping, banking, and other tasks. Our daily routines are connected in so many ways and as a result, can become easy targets for criminals and computer hackers.

Cybersecurity is a way to protect our computer networks, devices and data from unauthorized access and potential criminal activity. These security measures can help ensure that all data, computer network systems and devices remain private and confidential, with only authorized access, so that everyone can continue their daily activities without interruption.

Cybersecurity risks

Hackers:  These are people who look for weaknesses in software and computers.  Some hackers may simply be curious or up to simple mischief, while others may have a more malicious intent, such as stealing personal information, financial data, and passwords for their own personal gain.

Malware, spyware and malicious code: These are “infected” programs that can create serious problems for computer systems. Computer viruses, worms and Trojan Horses are examples of cybersecurity risks. These harmful programs may require an email link to be opened to infect a computer or computer network. Other malicious code may simply identify a software vulnerability and infect an entire system without even requiring someone to click on an attachment or document.

Outdated software and vulnerabilities: Cyber attackers often look for software vulnerabilities to change programming code and attach their malware or spyware into the system. That’s why regular software updates are so important, and that cyber risks are continuously monitored.

Cybersecurity measures and tips

• Don’t open unexpected, suspicious, or unusual emails.
• Don’t click on links or open attachments in emails, even if they look to be from a reputable source. Always assure the email is legitimate before opening it.
• Use strong passwords and consider a multi-factor authentication program to help verify a user’s identity. Multi-factor authentication often requires a password, and then some other form of identification verification, such as a code texted to your phone.
• Keep software and antivirus software up to date. Hackers consistently look for vulnerabilities in software. Outdated software can lack serious patches that help eliminate susceptibility for hackers.
• Use a Virtual Private Network (VPN) and a firewall to protect against unauthorized and malicious users intercepting or exploiting your VPN connection.
• Avoid unnecessary connections, especially for remote workers using their laptops at public locations, such as coffee shops or other places where the security network may not be protected.
• Assure that computer or network access is provided to authorized persons only. Do not allow unlimited access to your computer systems for contractors or anyone that you do not know.
• Restrict access to your employees to only the systems and networks they need for their work. 
• Assure there are “time-outs” where the employees are automatically logged out of their computers whenever they are away from their desks. Unlocked and unattended computers can be easy targets for unwanted access to your network and computer systems.
• Train your employees on the importance of cybersecurity. Assure they know when security updates will automatically occur on their computers. Assure that remote virus scans are conducted regularly on all computers connected to your network.
• Backup critical data on a routine basis. Backups may occur daily for newly added information, and then more in-depth monthly backups for all critical data and to refresh sensitive information as needed.
• Screen employees before hire and prior to giving them access to your computers and computer systems. Screening may include criminal history checks and credit history.

When a data breach occurs

• Be sure to have a business continuity plan already in place. An updated and documented plan for any potential data breach will help you and your company address the situation in a timely and organized manner.
• When the data breach occurs, consult with your IT team and data forensics experts to help you learn more about the breach and then try to immediately secure all related areas. This would include changing all access permissions right away and updating user credentials and passwords.
• Check your company’s online presence and remove any information that may have been posted online because of the data breach and hack. 
• When the immediate threat has been controlled, then work with your team to strengthen your computer systems and networks, identify any further vulnerabilities, and strengthen all other defenses against future attacks. Once a cybercriminal is successful, they may revisit your networks to see if they can do it again.

Additional resources

Many organizations and smaller companies may find the task of cybersecurity overwhelming and may not know where to start or what to look for. The Department of Homeland Security, Cybersecurity & Infrastructure Security Agency has developed a set of Cyber Essentials Toolkits for Leaders, Staff, Computer Systems, The Digital Workplace, Business Data and Crisis Response. These toolkits can be found through the following link: Cyber Essentials Toolkits | CISA.

You may also monitor current hacker activity, malware, and other cybersecurity threats through the US-CERT, along with information regarding security updates for various software applications: Current Activity | CISA.

This material is provided for informational purposes only and does not provide any coverage or guarantee loss prevention. The examples in this material are provided as hypothetical and for illustration purposes only. The Hanover Insurance Company and its affiliates and subsidiaries (“The Hanover”) specifically disclaim any warranty or representation that acceptance of any recommendations contained herein will make any premises, or operation safe or in compliance with any law or regulation. By providing this information to you, The Hanover does not assume (and specifically disclaims) any duty, undertaking or responsibility to you. The decision to accept or implement any recommendation(s) or advice contained in this material must be made by you.

LC 2022-225

Paul James explains how you can leverage Hanover Platinum and Prestige together.

This infographic helps explain what factors are contributing to the trend towards historic inflation. Learn more in our inflation resource center. 

Download printable file (.PDF)

As published in PropertyCasualty360

With general contractors experiencing pressure on a variety of fronts, independent agents are playing an increasingly important role on the construction site. As general contractors work to complete jobs on schedule, within budget and according to specifications, they rely on subcontractors to do the same. Unfortunately, many subcontractors are having difficulty meeting commitments due to labor and supply shortages, and even the best can make scheduling errors, mismanage payments to employees and vendors, and more.

Given the prevailing market dynamics, independent agents increasingly are advising general contractors to require subcontractors to be bonded – minimizing general contractors’ financial risks and bolstering their risk management programs. 

To bond or not to bond?

If a subcontractor fails to execute, it can spell disaster for the general contractor who can ultimately be held financially responsible. Couple this with the rising costs of materials, the ongoing supply chain issues and the widespread labor shortage, and contractors could face a variety of risks in today’s market. While it very often makes sense for a general contractor to require subcontractors to be bonded, that’s not always the case, in particular, if replacement subcontractors and materials can be easily lined up. The following are key considerations of experienced agents.

1. Size and importance of the subcontract: Is the subcontractor performing a large-scale job that is critical to the completion of the project and has subsequent jobs dependent on its completion, such as electrical or plumbing?

2. Size of the bid spread between a subcontractor and other bidders: How far is the subcontractor’s bid away from other subcontractors’ bids? If the bid is significantly lower than the other bids (more than a 10% difference), did the subcontractor ensure nothing was omitted? In some instances, bids on the extremes may indicate a lack of experience or forecast a potential issue in the subcontractor’s ability to pay employees and/or suppliers if the actual cost is more than anticipated in the bid.

3. Past work experiences, financial strength and payment history of a subcontractor: Does the subcontractor have a proven history of performance, including payments to its employees and suppliers?

4. Availability of replacement subcontractors in the event of a default: Is the subcontractor performing specialized work? How easy would it be to replace the subcontractor without impacting the overall project timeline?

5. Specialty materials or equipment within a subcontractor’s scope: Is the subcontractor responsible for ordering special materials or arranging equipment rentals? What would happen if an incorrect delivery date is provided, the wrong material is ordered or materials are held for late payment, resulting in a delay in the overall project timeline?

6. Aggregation exposure: Is the subcontractor performing multiple types of work on any one job, or, is the subcontractor working on multiple jobs for the general contractor? What would the impact be to one or all jobs if that subcontractor unexpectedly became insolvent?

7. Previous experience with the subcontractor: Is the subcontractor considered a new working relationship for the general contractor? In some situations, a general contractor’s preferred subcontractor may be unavailable. In that case, would the general contractor want protection for new relationship’s performance? 

Benefits of subcontractor bonds

By requiring bid bonds from subcontractors, general contractors can guard themselves against increased costs that may be incurred if a subcontractor does not enter the contract. At the same time, it provides assurance the subcontractors were prequalified by a surety underwriter, ensuring they have the experience and financial means to complete the project. 

Subcontractor performance and payment bonds help to mitigate the financial harm associated with the risk that the subcontractor will fail to complete the project according to the contract terms, and helps to ensure bills for labor and material incurred by the subcontractor will be paid. 

Requiring subcontractors to be bonded is an important step general contractors can take to mitigate their project risks. Contractors can leverage the knowledge of carriers and agencies that are deeply experienced in the intricacies of construction surety bonding. By analyzing bonded subcontractors and looking into the current state of subcontractors’ financials, current roster of projects and more, a carrier can offer important information to help general contractors protect their businesses. The Hanover can assist independent agents and general contractors in creating the right surety program for their unique needs.

Learn more

About the author

Jim Kawiecki is the president of surety at The Hanover. An industry leader with more than 30 years of experience, Jim has served in a variety of leadership roles in the industry and has extensive expertise in strategy, sales, and marketing and distribution for contract surety.

Reprinted with permission from the June issue of PropertyCasualty360. Further duplication without permission is prohibited.  All rights reserved.

This article was originally published in Independent Agent.

With continued pressures from the coronavirus pandemic and changing weather patterns following us into 2022, scheduling meetings with your personal lines customers may be more important than ever. Whether it's reviewing relevant life changes, understanding how the pandemic has impacted individuals and families, or simply discussing coverages they may need going forward, an annual needs assessment is a great opportunity to showcase the experience and value your agency brings to your customers.

As you prepare for these conversations, here are five questions you should plan on asking: 

1. Have you made significant improvements to your home or are you planning to? 

The Hanover's 2021 “Home Renovation Report" found nearly 70% of homeowners had plans to improve their homes over the next year. That's not surprising, given the increasing amounts of time people have spent at home due to COVID-19.

As a result of the pandemic, many homeowners added study spaces for remote learners, offices for remote workers, updated family rooms, expanded outdoor gathering spaces and more. These kinds of upgrades—in addition to kitchen or bathroom renovations, installing a deck, building an addition, finishing a basement or updating a cooling system—can all impact insurance coverage needs. Significant home improvements should prompt homeowners to reassess the coverage A limit of their homeowners insurance policy.

The report found of those who made major home renovations during the pandemic, 40% failed to contact their insurance agent to ensure their coverage reflected the home's updated value, making it important you proactively ask your clients about any changes.

This also is a good time to ensure the home is covered at its replacement cost. Should it ever be a total loss, most homeowners will want to be insured for the cost to rebuild. This is especially true given the recent increase in labor and material costs. With an increase in a home's replacement cost, agents may want to consider whether a customer should be moved to high-value home insurance protection. Coverage designed for customers with more complex insurance needs can offer more value, added benefits and customized protection.

Beyond coverage A, homeowners may consider other coverages as well. For example, they may contemplate equipment breakdown coverage if appliances were upgraded, including water heaters, security systems, refrigerators, central air conditioning systems and more. This coverage can potentially address costly repairs or replacements that may be needed if those systems and appliances were to fail. 

2.  Are you working out of your home, have started a home business or are renting your house? 

There are 31 million small businesses in the U.S. and more than half are home-based, according to the U.S. Small Business Administration—and during the pandemic, more are setting up shop than ever before, leaving many of them open to financial risks not covered under standard homeowners policies.

Whether it's a business with foot traffic located within a primary residence, inventory stored at the home or a business that simply requires liability protection, there are several options to help protect these homeowners.

Similarly, homeowners who rent out their houses as short-term rental properties also can be protected by home-based business coverages. Some insurance companies offer home-based business coverages as endorsements to homeowners policies, making it more efficient, cohesive and cost-effective for both the customer and the agency. If home-based business coverage is added, customers may also want to consider an umbrella policy for additional protection.

Additionally, cyberattacks continue to grab the headlines. With that in mind, home-based business owners should consider cyber coverage that can help with system restoration, expert advice and data recovery costs for computers and connected devices in the event their home network is breached. Such coverage may also assist with online fraud that results in direct losses, such as phishing schemes or identity theft and unauthorized use of credit cards or accounts.

3. Have you considered how to protect your assets from extreme weather events? 

Severe weather events are becoming increasingly common. In 2021, there were 20 weather disasters in the U.S. with losses that exceeded $1 billion, according to the National Centers for Environmental Information (NCEI). More and more, weather patterns are changing, resulting in natural disasters in geographic regions that typically haven't been susceptible to them.

Agents can educate customers on preparedness by talking with them about completing home inventories, ensuring items like sump pumps are proactively installed and preventatively maintained, and offering advice to help protect their properties. The Insurance Institute for Business & Home Safety (IBHS) is a great content resource.

Customers may benefit from water backup coverage for damage caused by backed up or failed drains—the third-most costly claim, behind fire and liability lawsuits. When siding or a roof is damaged, sometimes the original materials are no longer available. Rather than having mismatched materials, siding or roof restoration coverage can help keep a home's exterior uniform. For account customers, if a storm damages their vehicle and their home, waiver of deductible coverage could help save them from paying multiple deductibles for one event.

4. Would you like to combine all of your accounts with one insurance company? 

Customers who have their personal lines policies with a variety of insurance carriers can potentially benefit when combining their policies with a single carrier. Doing so allows customers and their agents to efficiently address additional coverage needs, such as motorcycle or boat insurance, and may provide some multi-policy discounts too.

A common effective date and a single company to call for claims improves ease of use for the customer and the agency, while boosting retention. Data from The Hanover shows account business has a retention rate of up to 95%, significantly higher than split and monoline accounts. The data also shows that account business has about 3 times higher premiums and 5 times greater expected lifetime values than split or monoline accounts.

5. Can we add an email address and cell phone number to your account? 

This is a simple one, but ensuring customer contact information is up to date can help make it easier for an agency to conduct periodic touchpoints with customers. Customers can then receive communications from their carriers to manage their accounts, sign up for paperless billing and more. This can help boost an agency's retention.

The Hanover's research shows clients who receive two or more communication touchpoints a year have a retention rate that is 10 points higher than those that do not.

The COVID-19 pandemic brought a lot of changes and challenges for many individuals and families. As you're connecting with your personal lines customers this year, these five questions can help prevent gaps in coverage and build account business for your agency. The consultation an independent agent can offer—a personalized assessment of customers' unique needs and risks—is an important value-add over direct carriers.

Taking some time to get up to date on any changes your customers have made can help set them, and your agency, up for success.

About the author

Paul James is national sales leader, personal lines, at The Hanover Insurance Group Inc.

As published in Insurance Journal

Asset managers and depository institutions have a wide variety of organizational structures and a myriad of exposures, making it challenging for independent agents to design coverage plans that effectively address their evolving risks. Often, the best approach is to work with a few insurers that offer broader, more flexible coverage options, streamlining the approach for the agent and the customer.

Unique and complex exposures facing financial institutions

The following are some key risks financial institutions face as a result of their unique business activities:

• Consumer lending: Mortgages and vehicles, coupled with repossession or foreclosure risks, create errors and omissions exposures and risks of impartment of collateral
• Commercial and alternative lending: Concentration of assets in classes not always familiar to a financial institution can add exposure to litigation and large charge-offs, potentially impairing balance sheets
• Consumer legislation: Resulting litigation can pose financial and reputational risks, and exposure to potential action by regulatory bodies
• Possession of personally identifiable information: The more personally identifiable information held by an organization, the higher the risk of loss resulting from a breach
• Movement of funds via transfer: Electronic funds transfers and newer and innovative electronic payment methods, may expose an organization to loss of funds, litigation and difficult customer relations regarding responsibility and security of funds

In addition, a financial institution’s structure and location can pose a risk to stability and longevity. Public, private, mutual, pink sheet, over-the-counter and nonprofit structures can be formed as state or federal charters, impacting regulatory and legal exposures. Filing structures differ between formations, as well, creating different reporting requirements, and the location of an organization effects the requirements, laws and regulations that must be followed.

Challenges of splitting between carriers

While many agents would prefer to place a financial institution’s policies with a single carrier, the insurance market is not always conducive to doing so. When an organization’s policies are split between carriers, however, it can expose the organization, its leadership and the insurance agent to risks.

When most carriers develop policies, they are created to be internally consistent. However, using multiple carriers can cause challenges, with some using proprietary forms and others using commercial forms with proprietary endorsements. Using multiple carriers can result in inconsistent policy language and coverage intent. Unfortunately, sometimes it takes a claim to highlight gaps in coverage.

We commonly see property and casualty coverage separated from other coverages, and sometimes lender-placed programs are used. An event could trigger coverage in more than one coverage part and policy. Add to that, when the policies are split between carriers, it can lead to unintended gaps in coverage and complex negotiations between carriers.

Similarly, there are notice concerns related to claims generated by direct causes of loss that then lead to lawsuits, triggering coverage under bond and executive liability policies. Finally, policyholders may have multiple carriers adjusting claims, indemnifying and or defending portions of one loss.

Finding the right carriers

Not all carrier partners are the same. It is difficult for agents to “stitch together” an insurance program using policies from a number of carriers. The challenge includes coordinating between markets, securing correct and complete application answers, analyzing endorsements and coverages, and perhaps most importantly, fully mastering what is covered under which policy and with which carriers.

The key is in selecting the right carrier partners. Carriers with both standard and specialized solutions can offer broader, more cohesive protection for clients. This helps reduce coverage gaps for customers and allows agents to become familiar with the forms, understand program nuances and build books of business that create deeper relationships and stronger marketing alliances.

The Hanover has built a coordinated offering for its agent partners with an appetite and policy language that aligns well between standard and specialty coverages. This offers agents the ability to write the broad range of customers’ exposures with a single carrier, helping to reduce coverage gaps and provide a more seamless client experience. By partnering with the right carriers, independent agents can help build cohesive coverage plans that best protect their financial institution clients and bring true value to their customers.

About the author

Helen Ryan Saviano is The Hanover’s president of management liability. With more than 25 years of industry experience, she is a proven leader with expertise in organic, ground-up business development, resulting in profitable returns on investment and revenue growth.