Then there is one company who strives to take over the industry by being good at it all.... online, via agents, and call centers.
Too many fronts is not strategically sound.
Their strategy is to attract new business by heavy advertising and developing affinity groups which is working to get the phones to ring.
Strategy and tactics combined.
However, once an inquiry is made via a call center, the transactional friction begins. Often two or more quote tools and billing platforms are required to create quotes and bind policies. What should take a few minutes to do can easily turn into an hour.
They have not "put in place" (Strategy) the apparatus to handle the internal system methods (Tactics).
As a result, frustration spreads as agents are pushed to meet lofty goals all while being handcuffed by internal systems.
This represents the Leadership component of Strategy which Sun Tzu offered as one of the five elements.