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How should SaaS companies deliver and price professional services?

The global software as a service (SaaS) industry is sustaining its steep growth trajectory, but developing and pricing professional services is oftentimes a difficult proposition for SaaS companies.

Gartner recently forecast that SaaS revenue worldwide could surpass $140 billion by 2022, which would represent a 40% increase over 2019’s roughly $100 billion. These are heady figures for an industry that gained its footing only 20 years ago.

As someone who has led many investments in SaaS companies, there is clear consensus within boardrooms, assuming compelling sales efficiency metrics: The more ARR the better. It is also clear that looking across the SaaS industry, there is strong consistency in overall software gross margins, generally landing in the 60% to 80% range.

There is clear consensus within boardrooms, assuming compelling sales efficiency metrics: The more ARR the better.

What is much less obvious is how to charge customers for professional services, whether for implementations, consulting work or training.

While historically, in the perpetual software days, such offerings were billed on a time and materials basis or for a fixed fee with a targeted gross margin of say 10%-30%, fast-forward to the recurring revenue model today and these services can be equally profitable but also result in big losses given wide differences in how companies charge for these services.

Looking at SaaS companies, one can see 50-point margin swings, or more, on services revenue, from -30% to 20%. Why do we see such differences in margins for professional services, and what are the implications of these differing approaches for a SaaS company’s strategy?

Are professional services a profit center or a loss leader?

We can start by asking why a company would accept a single-digit or even negative margins on its professional services. For some, it’s a strategy to accelerate its ARR by covering part of that expense by foregoing, say, an implementation fee for a higher annual subscription amount. The view here is to remove some friction out of the sales process by reducing any services fees. This will accelerate new logo velocity, resulting in higher ARR, and thus stronger growth, which should translate into higher stock price appreciation.

To execute this strategy, a SaaS company may increase its subscription price, although not by much. While this allows the provider to offer such services without detailing its cost in a separate line item, is this really the right answer? As with so many questions, the answer depends on many variables, such as: Does it expedite the sales cycle? Would charging for such services make clients more responsive and result in quicker implementations? How much costs do you need to cover such services? What is the impact of doing so on the cash position, profitability and financing needs of the business?

Two professional services pricing strategies

Let’s compare the three-year impact of two professional services pricing strategies, and the resulting impact on the financing needs:

  • Company A: Provides professional services with an annual value of $10 million with a -20% gross margin, resulting in a $2 million annual loss. Total losses over the three-year period are $6 million.

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Tap Network raises $4M for its customizable rewards program

Tap Network is providing a new approach to loyalty rewards programs that it describes as “rewards as a service.”

You may recognize the Tap Network name, as well as its co-founder and CEO Lin Dai, from Hooch, a startup that offered a drink-a-day subscription service before shifting focus to a broader rewards program. Dai told me he “learned a lot from the Hooch experience” but ultimately “decided that Tap is a much bigger opportunity, we’re really looking at rewards in general.”

So Tap Network is a new startup, one that recently raised $4 million in funding from investors including Revelis Capital, Nima Capital, the Forbes family office, Warner Music Group, Access Industries, Bill Tai, Bob Hurst, Edward Devlin and others.

Dai said that normal rewards programs are only accessible to the top 10% or 20% of a company’s customers. So in his view, businesses have an opportunity to “super serve the average customers who 40 years ago might not have been considered important customers, but who today could be building a loyalty behavior pattern.”

Tap Network

Image Credits: Tap Network

He added that making rewards programs accessible to more customers has an added benefit for many businesses, because “whether it’s a major bank or major travel company, they are starting to accrue billions of dollars that are locked up in these wallets.” Those points might never be redeemed, but they’re still considered liabilities from an accounting perspective.

Tap Network aims to solve this problem by allowing customers to spend those points through a broader network of rewards, which can usually be redeemed at a lower point level. It’s offered as a white-label addition to an existing rewards program, with each program choosing the rewards that might be the best fit for their customers.

For example, Uber recently worked with Tap Network to expand its Uber Rewards program, offering new Tap Network-powered rewards like free Apple Music or HBO Max, as well as the option to donate to causes like World Central Kitchen. And the minimum number of points needed to claim a reward fell from 500 points to 100 points.

Other companies using Tap Network include Warner Music Group (which, as previously mentioned, is also an investor) and privacy-focused browser company Brave.

Dai said that in the future, Tap could even allow consumers to combine rewards points from different programs: “If I want to redeem something, I might be able to take a little bit of my Uber points, a little bit of my Warner points, a little bit of points from another program,” and combine them.

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Lt. Gen. John Thompson explains how startups can interact with the Space Force

Space Force’s Lt. Gen. John Thompson spoke at TC Sessions: Space earlier this week. Throughout the wide-ranging interview, General Thompson explained the various ways and means for how private companies like startups should interact with Space Force.

Gen. Thompson knows what he’s talking about. As the commander of the Space and Missiles Systems Center, he oversees research, design, development and acquisition of satellites and their associated command and control systems for the U.S. Space Force. His role puts him in direct contact with some of the most ambitious and innovative startups.

He pointed to three things when asked what’s a good first step for interfacing with the Space Force:

1) Join the Space Enterprise Consortium (SpEC). He describes it as “a purpose-built consortium that values partnerships between government, traditional industry partners, and non-traditional partners like academia, small businesses and startups” that’s grown to more than 440 members in three years.

At the end of the interview, Gen. Thompson notes that he’s working on expanding the deployment of SpEC’s funds to reach more “game-changing technologies that those non-traditional small businesses and startups are bringing to SpEC.

2) Watch for Space Pitch Days. The next event is in the spring of 2021. These pitch days give startups an inside track to government contracts. Apparently, after the first event held with the Air Force, which Gen. Thompson hosted, contracts were offered within three minutes of the pitches.

3) Look into SpaceWERX; a program launched this December to help Space Force work with private sector companies to field new technology for military applications. Like its Air Force counterpart, this “werx” center is a key component for Space Force’s acquisition strategy.

“Dr. Roper just announced it last week at the Space and Missile System Center,” Gen. Thompson said, “[This] is an integral part of the acquisition enterprise of the United States. Space Force is a full partner in the SpaceWERX endeavor. And using the WERX model, we hope to inject more small businesses and startups into our innovation ecosystem.”


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Brazilian lending company Creditas raises $255 million as Latin America’s fintech explosion continues

Creditas, the Brazilian lending business, has raised $255 million in new financing as financial services startups across Latin America continue to attract massive amounts of cash.

The company’s credit portfolio has crossed 1 billion reals ($196.66 million) and the new round will value the company at $1.75 billion thanks to $570 million raised in outside financing over five rounds.

Creditas is the latest company to benefit from a boom in financial services startup investing across the region. As the year dawned, venture investments into fintech startups in Latin America had grown from $50 million in 2014 to top $2.1 billion in 2020 across 139 deals, according to a report from CB Insights.

Investors in the round include new investors like LGT Lightstone, Tarsadia Capital, Wellington Management, e.ventures and an affiliate of Advent International, Sunley House Capital. Previous investors including SoftBank Vision Fund 1, SoftBank Latin America DFund, VEF, Kaszek and Amadeus Capital Partners also returned to put more money into the company.

“Creditas is still in the early innings of penetrating the huge untapped secured lending market in Brazil and Mexico” says Paulo Passoni, managing partner of SoftBank Latam fund, in a statement.

The company’s growth is a testament both to the need for new lending products across Latin America and the perspicacity of investors like Kaszek Ventures, whose portfolio has included several massive wins from bets on startups tackling financial services in Latin America.

“The journey since our investment in the Series A has been absolutely extraordinary. The team has executed on its vision, and Creditas has evolved into an asset-light ecosystem that resolves key financial needs of its customers throughout their lifetimes,” says Nicolas Szekasy, managing partner of Kaszek Ventures, in a statement.

Another big winner is Redpoint’s e.ventures fund, which has focused on investments in Latin America for the last several years.

“By empowering Brazilians to take control of their lending needs at reasonable rates, Creditas creates a beloved consumer product that will drive significant value for customers and investors. Having been involved since the seed stage through Redpoint e.ventures, we’re thrilled to support the company with our Global Growth Fund as well, as they change the Brazilian fintech landscape,” said Mathias Schilling, co-founder and managing partner of e.ventures.

Creditas has plans to use the cash to expand its home and auto lending as well as a payday lending service based on customers’ salaries and a retail option to sell through buy now, pay later loans based on a customer’s salary.

The company is also looking to expand to other markets, with an eye toward establishing a foothold in the Mexican market.

Founded in 2012, when the founders worked out of a five-square-meter office on Berrini Avenue in São Paulo, the company now boasts a robust business with hundreds of employees and a business resting on a secured lending marketplace and independent home and auto lending operations.

The company also released quarterly results for the first time, showing losses narrowing from 74.9 million Brazilian reals to 40.5 million reals in the year ago quarter.

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Indian food delivery giant Zomato secures $660 million

Zomato has raised $660 million in a financing round that it kicked off last year as the Indian food delivery startup prepares to go public next year.

The Indian startup said Tiger Global, Kora, Luxor, Fidelity (FMR), D1 Capital, Baillie Gifford, Mirae and Steadview participated in the round — a Series J — which gives Zomato a post-money valuation of $3.9 billion. Zomato had previously disclosed a fundraise of about $212 million as part of a Series J round from Ant Financial, Tiger Global, Baillie Gifford and Temasek.

Deepinder Goyal, the co-founder and chief executive of Zomato, said the 12-year-old startup is also in the process of closing a $140 million secondary transaction. “As part of this transaction, we have already provided liquidity worth $30m to our ex-employees,” he tweeted.

The startup originally anticipated to close a round of about $600 million by January this year, but several obstacles, including the current pandemic, delayed the fundraise effort. Additionally, Ant Financial, which had originally committed to invest $150 million in this round, only delivered a third of it, Zomato’s investor Info Edge disclosed earlier this year.

The Gurgaon-headquartered startup, which acquired the Indian food delivery business of Uber early this year, competes with Prosus Ventures-backed Swiggy in India. A third player, Amazon, has also emerged in the market, though it currently offers its food delivery service in only parts of Bangalore.

At stake is India’s food delivery market, which analysts at Bernstein expect to balloon to be worth $12 billion by 2022, they wrote in a report to clients — accessed by TechCrunch. With about 50% of the market share, Zomato is the current leader among the three, Bernstein analysts wrote.

Zomato eliminated hundreds of jobs this year to improve its finances and navigate the coronavirus pandemic, which significantly hurt the food delivery business in India in the early months. Goyal said the food delivery market is “rapidly coming out of COVID-19 shadows. December 2020 is expected to be the highest ever GMV month in our history. We are now clocking ~25% higher GMV than our previous peaks in February 2020.” He added, “I am supremely excited about what lies ahead and the impact that we will create for our customers, delivery partners, and restaurant partners.”

In September, Goyal told employees that Zomato was working for its IPO for “sometime in the first half of next year” and was raising money to build a war-chest for “future M&A, and fighting off any mischief or price wars from our competition in various areas of our business.”

Making money with food delivery has been especially challenging in India. Unlike Western markets such as the U.S., where the value of each delivery item is about $33, in India, a similar item carries the price tag of $4, according to estimates by Bangalore-based research firm RedSeer.

“The problem is that there are very few people in India who can afford to place an order from a food delivery firm each day,” said Anand Lunia, a venture capitalist at India Quotient, in an interview with TechCrunch earlier this year.

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Unfold launches lightweight, link-centric profiles called Bio Sites

Unfold, the social media startup acquired by Squarespace last year, is launching a new tool for users to share all the links that are important to them.

This is the first step Unfold has taken beyond its story-format authoring tools. Co-founder Andy McCune told me that the team has a bigger vision now — just as Squarespace has become “the all-in-one platform for your web presence,” Unfold aims to become “the all-in-one platform for your social presence.”

“We’re both playing in very saturated spaces with a lot of competitors,” McCune said. “We both stand out because we appeal to the person that cares about design. That’s always been the North Star.”

In the case of the new Bio Sites, he said one of the goals is to help Unfold users — whether they’re individuals or large brands — become less reliant on a single social media platform. After all, he noted that when you build a following on Instagram, you’re building on “borrowed territory,” and “you don’t really own your audience.”

Unfold Bio Sites

Image Credits: Unfold

By creating a simple profile that highlights the links of your choice, then by linking your Instagram and other social profiles to your Bio Site, you can then point audiences to other channels where you have more control — or at least diversify the platforms that you’re relying on.

McCune and his co-founder Alfonso Cobo aren’t the first ones to think of this idea. For example, Linktree raised funding earlier this year, and there are other startups creating similar products. But Cobo said Bio Sites benefit from Unfold’s design-centric approach, allowing users to create simple profiles that aren’t just functional, but also look great and reflect their personality.

Cobo also noted that Bio Sites are created from the Unfold native app — it’s launching on Android today, with plans for iOS in January. The feature will be available to all Unfold users, including free users, but subscribers to the premium Unfold+ and Unfold for Brands tiers get additional features like custom URLs.

“We’re really going to be expanding in the next few weeks with presence and expressibility tools to help users stand out in different ways,” Cobo said. “We’re also very interested in commerce and will be exploring that route in the future, too.”

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Avenue 8 raises $4M to rebuild the traditional real estate brokerage model

We’ve seen a big wave of proptech startups emerge to reimagine how houses are bought and sold, with some tapping into the opportunity with distressed property, and others exploring the “iBuyer” model where houses are bought and fixed up by a single startup and resold to homeowners who don’t want to invest in a fixer-upper. But the vast majority of homes are still sold the traditional way, by way of a real estate agent working via a broker.

Today, a startup is announcing that it has raised seed funding not to disrupt, but improve that basic model with a more flexible approach that can help agents work in a more modern way, and to ultimately scale out the number of people working as agents in the market.

Avenue 8, which describes itself as a “mobile-first residential real estate brokerage” — providing a new set of tools for agents to source, list and sell homes, and handle the other aspects of the process that fall between those — has raised $4 million. This is a seed round, and Avenue 8 plans to use it to expand further in the cities where it is already active — it’s been in beta thus far in the San Francisco and Los Angeles areas — as well as grow to several more.

The funding is notable because of the backers that the startup has attracted early on. It’s being led by Craft Ventures — the firm co-founded by David Sacks and Bill Lee that has amassed a prolific and impressive portfolio of companies — with Zigg Capital and Good Friends (an early-stage fund from the founders of Warby Parker, Harry’s and Allbirds) also participating.

There has been at least $18 billion in funding raised by proptech companies in the last decade, and with that no shortage of efforts to take the lessons of tech — from cloud computing and mobile technology, through to artificial intelligence, data science and innovations in e-commerce — and apply them to the real estate market.

Michael Martin, who co-founded Avenue 8 with Justin Fichelson, believes that this pace of change, in fact, means that one has to continually consider new approaches.

“It’s important to remember that Compass’s growth strategy was to roll out its technology to traditional brokerages,” he said of one of the big juggernauts in the space (which itself has seen its own challenges). “But if you built it today, it would be fundamentally different.”

And he believes that “different” would look not unlike Avenue 8.

The startup is based around a subscription model for a start, rather than a classic 30/70 split on the sales commissions that respectively (and typically) exist between brokers and agents.

Around that basic model, Avenue 8 has built a set of tools that provides agents with an intuitive way to use newer kinds of marketing and analytics tools both to get the word out about their properties across multiple channels; analytics to measure how their efforts are doing, in order to improve future listings; and access to wider market data to help them make more informed decisions on valuations and sales. It also provides a marketplace of people — valets — who can help stage and photograph properties for listing, and Avenue 8 doesn’t require payments to be made to those partners unless a home sells.

It also provides all of this via a mobile platform — key for people in a profession that often has them on the move. 

Targeting agents that have in the past relied essentially on using whatever tools the brokers use — which often were simply their own sites plus some aggregating portals — Avenue 8’s pitch is not just better returns but a better process to get there.

“We’ve heard time and time again that agents struggle to identify and leverage the technology and tools to successfully manage their relationships and properties. Changing buyer/seller expectations have accelerated the digital transformation of most agents’ workflows,” said Ryan Orley, partner at Zigg Capital, in a statement. “Avenue 8 is building and integrating the right software and resources for our new reality.”

What’s also interesting about Avenue 8 is how it can open the door to a wider pool of agents in the longer run.

The real estate market has been noticeably resilient throughout the pandemic, with lower interest rates, a generally lower overall home inventory and people spending more time at home (and wanting a better space) creating a high level of demand. With a number of other industries feeling the pinch, a flexible platform like Avenue 8’s creates a way for people — who have taken and passed the certifications needed to become agents — to register and flexibly work as an agent as much or as little as they choose, creating a kind of “Uber for real estate agents,” as it were.

That scaling opportunity is likely one of the reasons why this has potentially caught the eye of investors.

“Avenue 8’s organic growth is clear evidence that the market demands a mobile-first, digital platform,” said Jeff Fluhr, general partner at Craft Ventures, in a statement. “Michael and Justin have a clear vision for modernizing real estate while keeping agents at the center. Avenue 8’s model helps agents take home more even in today’s environment where commissions are compressing.”

Interestingly, just as Uber’s changed the way that on-demand transportation is ordered and delivered, Avenue 8 is starting to see some interesting traction in terms of its place in the real estate market. Although it was originally targeted at agents with the pitch of being like “a better broker” — providing the services brokers are regulated to provide, but with a more modern wrapper around it — it’s also in some cases attracting brokerages, too. Martin said that it’s already working with a few smaller ones, and ultimately might consider ways of providing its tools to larger ones to manage their businesses better.

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Remote physical gaming site Surrogate.tv raises a $2.5M seed round

I was made aware of Surrogate.tv’s work earlier this year when the site released a Mario Kart Live: Home Circuit tournament. Nintendo’s IRL take on its popular racing title was a great showcase for the technology — though, admittedly, there was enough lag in the remote operation to make control something of an issue.

Of course, Mario Kart is just one of the experiences the platform offers. It’s a pretty broad range, all told, from pinball to battling robots to claw machines. The diversity of experience is probably the service’s biggest strength, all told.

Today the Finnish startup announced that it has closed a $2.5 million seed round, led by Supernode Global and followed by PROfounders, Brighteye Ventures and Business Finland. The latest sum joins a $2 million pre-seed announced by the company last year.

The company’s big play is an ultra-low-latency streaming and robotics bundle that lets users remotely control real-world objects in the manner of a streaming gaming service. Another recent example is a partnership with Ubisoft, where users raised miniature Viking ships against strongman Hafþór Björnsson, for some reason. 2020, I guess.

Image Credits: Surrogate.tv

“Previously, such teleoperation technology would be accessible only for very specific, mainly enterprise, applications,” CEO Shane Allen said of the seed raise. “With this second round of funding, we will be able to launch a string of exciting initiatives that will enable people to create experiences that have never been possible before, all using our technology.”

It seems clear that Surrogate.tv is looking to expand beyond its own entertainment site, offering up its teleoperation technology to interested third-parties. It’s something many have no doubt been investigating in a year when in-person events have been largely off limits.

 

 

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From India’s richest man to Amazon and 100s of startups: The great rush to win neighborhood stores

After spending more than a decade disrupting the neighborhood stores in the U.S. and several other markets, Amazon and Walmart are employing an unusual strategy in India to face off this competitor: Friending them.

Walmart and Amazon, both of which face restrictions from New Delhi on what all they could do in India, have partnered with tens of thousands of neighborhood stores in the world’s second-largest internet market this year to leverage the vast presence of these mom and pop stores.

In June this year, at the height of the pandemic, Amazon announced “Smart Stores.” Through this India-specific program, for instance, Amazon is providing physical stores with software to maintain a digital log of the inventory they have in the shop and supplying them with a QR code.

When consumers walk to the store and scan this QR code with the Amazon app, they see everything the shop has to offer, in addition to any discounts and past reviews from customers. They can select the items and pay for it using Amazon Pay. Amazon Pay in India supports a range of payments services, including the popular UPI, and debit and credit cards.

The world’s largest e-commerce giant also maintains partnerships that allow it to turn tens of thousands of neighborhood stores as its delivery point for customers — and sometimes even rely on them for inventory.

India has over 60 million small businesses that dot the thousands of cities, towns and villages across the country. These mom and pop stores offer all kinds of items, are family run, and pay low wages and little to no rent.

This has enabled them to operate at an economics that is better than most — if not all — of their digital counterparts, and their scale allows them to offer unmatched fast delivery.

Krishna Shah, a New Delhi-based doctor, on paper is one of the perfect customers of e-commerce services. She lives in an urban city, uses digital payments apps and her earnings put her in the top 5% income level in the country. Yet, when she needed to buy food for her cats and needed it as soon as possible, she realized the major giants would take hours, if not longer. She ended up placing a call to a neighborhood store, which delivered the item within 10 minutes.

That neighborhood store, which employs fewer than half a dozen people, was competing with over a dozen giants and heavily funded startups including Grofers and BigBasket — and it won.

At stake is India’s retail market, which is estimated to be worth $1.3 trillion by 2025, from about $700 billion last year, according to Boston Consulting Group and the Retailers’ Association India. E-commerce, by several estimates, accounts for just 3% of the retail market in the country.

If that figure wasn’t small enough already, consider this: Some of the biggest customers of Flipkart and Amazon are these small retail stores. An executive with direct knowledge of the matter told TechCrunch that during some sales, as high as 40% of all smartphone units are bought by physical stores. The idea is, the executive said, to buy the devices at a discounted price, sit on them for a few days and when Amazon and Flipkart are done with their sales, sell the same phones at their standard prices.

Sujeet Kumar, co-founder of Udaan, a Bangalore-based startup that works with merchants, said that even as smartphones and the internet have reached all corners of India, e-commerce hasn’t been able to disrupt the retail market.

“The problem is that it is very difficult for e-commerce companies to build a supply chain and distribution network that is more efficient than those established by neighborhood stores. These mom and pop stores operate on an insanely different kind of cost economics. E-commerce companies are not able to match it,” he said.

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Foresight raises $15M for its construction workers’ compensation platform

When an accident on a building site resulted in the death of their friend, the founders of Safesight were inspired to launch the platform to digitize safety programs for construction. The data from that gave birth to a new insurtech startup this year, Foresight, which covers workers’ compensation. The startup has now released, for the first time, news that it raised a $15 million funding round back in May this year, with participation from Blackhorn Ventures and Transverse Insurance Group. To date, it has raised $20.5 million from industrial technology venture capital firms, led by Brick and Mortar Ventures and Builders VC.

Foresight launched in August of this year but has already covered $30 million in risks. The company says it is now on pace to reach $50 million in underwritten premium in 2021. By leveraging the data from sister company Safesite, the platform says it has been able to reduce workers’ comp incidents by up to 57% in a study conducted by actuarial consulting firm Perr & Knight.

Foresight’s algorithm leverages Safesight data to predict incidents, highlight risks and inform underwriting. By wrapping Safesite risk management technology and services into every policy, Foresight provides a path to lower incident rates and lower premiums for customers.

Of the $57 billion national workers’ compensation market, Foresight focuses on policies ranging from $150,000 to $1 million+ in annual premiums. The company says this segment has been largely overlooked by well-funded insurtech startups such as Next Insurance and Pie, which provide small business policies under $50,000 in annual premiums.

Foresight and Safesite were developed by longtime friends and co-founders David Fontain, Peter Grant and Leigh Appel.

Fontain said: “Foresight strengthens the correlation between safety and savings while providing the fast and easy user experience insurtechs are known for. We leverage purpose-built technology to drive behavioral shifts and provide an irresistible alternative to traditional workers compensation coverage.”

Darren Bechtel, the founder and managing director at Brick & Mortar Ventures, commented: “We first invested in 2016 and have known the founders since 2015 when it was just the two of them, squatting at a couple of empty desks inside another portfolio company’s office. Their initial vision was both elegant and powerful, and the demonstrated impact of their solution on safety performance, even in early interactions with the product, was impossible to ignore.”

Foresight now covers Nevada, Oklahoma, Arizona, Arkansas, Louisiana and New Mexico. The company expects to launch workers’ compensation in the eastern U.S. and a general liability line in early 2021.

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