INSURANCE CRM. Managing Relationships and Processes. Microsoft Dynamics CRM: the Right Choice

Transcription

1

2 INSURANCE CRM Managing Relationships and Processes Efficient management of clients and agents relationships is one of key success factors of a competitiveinsurance business operation. Implementation of a modern CRM system enables insurance companies to: Successfully target new clients in different market segments and grow market share using available historical and exter nal data, related data management tools and sophisticated campaign planning and management functionalities. Successfully cross-sell and up-sell to existing clients usingavailable data, 360 client s view and workflows dedicated to up and cross-sales developed for their call centers and agents. Efficiently support sales and claim management processes and workflows. Efficiently support and manage client assistance processes and workflows. Provide transparent and consistent access to client data for all stakeholders. Gain a well-structured overview of supported business processes and measure operational performance. Microsoft Dynamics CRM: the Right Choice Microsoft Dynamics CRM advantages, relevant for the insurance industry are: Quick adoption by users due to intuitive, familiar and simple user interface. Access through Web browsers, Microsoft Outlook or using mobile devices. Efficient configuration. Fast and affordable customizations. Integration with Microsoft Office, SharePointand Microsoft Dynamics ERP products. Efficient integration with other information systems: core insurance system(s), document management systems, BI sys tems etc. Scalability - suitable for small and large retail insurance operations, proven capacity for millions of customers. Available as software as service.

3 Selected Insurance Industry CRM Features 360 client view Outbound Call Center/ Agent Support

4 Campaigns & Resource Management

5 Claims Assistance and Service Center Management Claims Assistance and Service Center Management supports management of clients requests, complains and different inquiries. Using telephone system integration Microsoft Dynamics CRM offers call center employees an immediate 360 client s view when answering the call. Client requests are handled as CRM cases with clear resolving responsibilities and deadlines. Integrated knowledge base functionality and related workflows can together with management dashboards dramatically increase the first call resolution rate and noticeably improve client satisfaction.

6 Collection Management Insurance core / accounting systems can be integrated with Microsoft Dynamics CRM to initiate CRM collection cases for overdue receivables. CRM workflows to support collection process can be defined to automatically assign relevant tasks and activities to back-office staff, call center employees, agents or external agencies. Well-structured and coordinated collection process will in the short term increase collection efficiency and success rate and in the long term allow the insurance company to adjust their approach to clients with bad payment habits. 1 Implementation of CRM Collection Management might also require appropriate functionalities / enhancements / integration features within insurance core and/or accounting systems.

7 AdInsure - Microsoft Dynamics CRM Connector AdInsure Microsoft Dynamics CRM integration is a vital part of a complete insurance IT platform. Integration connector is based on a proven and industry-standard Scribe professional integration tool Efficient and powerful integration setup and conflict resolution capabilities allow one-directional, bi-directional or even multi-directional synchronization as an online service (AdInsure and Microsoft Dynamics CRM are virtually in a real-time sync). Full resynchronization support helps to efficiently overcome even periods of temporary decoupled operation. AdInsure entity Direction of integration CRM entity Company and related data <-> Account Person and related data <-> Contact Policy -> Policy Claim -> Claim Claim status -> Claim status Insurance class -> Insurance class Insurance product -> Insurance product Actual open amount -> Open amount Actual open amount overdue -> Actual open amount overdue Actual open amount overdue >60 days Actual open amount overdue >90 days * <-> * *Integration of additional entities can be configured if needed. -> -> Actual open amount overdue >60 days Actual open amount overdue >90 days User experience enhancements of the AdInsure Microsoft Dynamics CRM integration connector allow CRM users to access AdInsure client transaction and policy detail forms directly from the client s 360 view and or account/contact card in Microsoft Dynamics CRM.

8 Adacta Group Your CRM Partner with Insurance Expertise Adacta Group is the right partner for an insurance-oriented Microsoft Dynamics CRM implementation. Insurance industry is for more than 10 years one of our main focuses. We offer our own core solutions for life and non-life insurance and have successfully completed numerous implementations. On the other hand, we are the largest Microsoft Dynamics partner in the region. Our highly qualified CRM team accumulated experience on CRM projects in different companies and industries. With our knowledge and understanding of insurance processes we can focus on implementation s business goals and help our clients to realize the full potential of Microsoft Dynamics CRM in the insurance industry. Selected Adacta references in Microsoft Dynamics CRM Selected Adacta references in Insurance Additional information For all additional information please contact +386(01) or send an to: prodaja@adacta.si.

9 Adacta Group has developed a new generation of IT solutions for property and life insurance companies. They are based upon knowing our customers business and using advanced information technologies, which guarantees positive results and satisfaction of our clients and employees. Solutions are functionally complete, fully integrated and adaptable, designed to help insurance companies realise upcoming business opportunities, ensure compliance with expected regulatory amendments and increase business efficiency. We combine AdInsure with other information solutions, where we utilise our acquired insurance-related knowledge. This allows us to provide insurance companies with comprehensive support in terms of content and functionalities. Address: Leskoškova 9d 1000 Ljubljana Slovenia Phone: Fax: prodaja@adacta.si Web: