A BearingPoint Accelerator

Transcription

1 > Point of Sale Performance A BearingPoint Accelerator BearingPoint has been entrusted to support a large CRM initiative after a successful CRM strategy study, a vendor selection and implementation of a CRM-Software. By the end of 2011, the insurance company started to reshape its sales force. BearingPoint supported key activities, including a strategic readiness study as well as CRM vision and a vendor selection for the best-suited CRM-Software. The CRM project combines deep functional and technical complexity with the challenges of the particular CRM requirements of the insurance company.

2 Contents Market Drivers Our Approach Client Benefits References Contact

3 Market Drivers Business needs for the Point of Sale Performance One face to the customer No media breaks 360 degree view of the customer Unified data view, data quality, customer history, etc. Optimized claims and services Flexible / rapid response to changing customer situation possible (also proactively) End-to-End Process implementation Insurance companies are especially lagging behind in realigning their business to the digital era.

4 Our Approach Set up of the guidelines for the project Mobile Platform Groupware Document Management System (DMS) Dependencies between sales platform and other initiatives (e.g. CRM, MS strategy, specifications of IT services, Cloud strategy, etc.) Formulation of rough vision for overall platform (Hardware/ End Devices, Software, Office Organization, Security/Compliance) End-to-End Process Evaluation for the CRM Plattform Analysis of support of various end devices Analysis of alignment to SaaS solutions, platform independent ability to run available services of insurer Rough analysis of integrative processes (telephony, document handling) Data Security Requirements, Security Aspects Support of processes for CTI Integration / Video Telephony Support of mobile end devices (Smartphones) Integration of functionalities in CRM solution Concept for document management in agencies (including authorization and clearance options)

5 Our Approach All CRM processes are documented and matched with stakeholders Campaign Management Lead Management Consulting / Sales Service Administration BI and Reporting Identify Campaign Target Groups Plan Campaign / Events Fix Campaign Goals Design Campaign Manage Campaign Gain Information of potential Buyer Data Management of potential Buyers Assign Leads Execute Lead Mgmt. Create and Evaluate Opportunities Select Respondent Plan Negotiations Schedule Chat Consulting Give Policy Info Policy Change Terminate Policy Customer win-back Process Client Request Knowledge Management Task / Activity Mgmt. (To Do's) Schedule Appointments (Group Calendar) Manage Contacts Change personal Data Sales Forecast Provision / Commission Select Clients Reporting and Controlling Sales Management Conduct Campaign / Event Measure Campaign Performance Create Campaign Bill Document Consulting Gain Acquisition Data Analyze Competitors Manage Complaints Perform Interviews for Client Satisfaction Report Claim Client / Household Document Management Manage Corrections Client Value and Potential Client Satisfaction Client Analysis Event Management Cross-functional Modules: Telephony / CTI, Process Control, Insurance Expertise, Workflow (technical) Management, Manage Client Documents Formulate / Use Reasoning Guide Create Quote / Rating Accept, edit and send Proposal Process (Proposal) Feedback Document / Process Claim Give Claim Info Claim Management Partner (i.e. SAD) Management Key Account Mgmt. / Account Planning Client and Acquisition Data Management Address and Duplicate Check Sales Analysis Service Analysis Web Mining

6 Client Benefits Pre-Study Holistic approach to incorporate the requirements of all relevant stakeholders Planned Application Areas & Common Definitions for the process Landscape including a rough IT-Vision Software Evaluation The project target is a methodical and comprehensive execution of a software selection, based on the results of the CRM pre-study, resulting in a well-grounded suggestion for an optimal CRM system for the client, including: Formulation of a validated Longlist/Shortlist Detailed description of a business case Support with preparation of implementation scenarios for the vendors Final suggestion and planning of following phase Proof of Concept

7 Client Benefits Proof of Concept Formulation of decision templates with suggestions for further measures in the CRM Initiative Detailing of business case and final CRM product decision Detailed implementation planning for module I: CRM for SAD, CRM Basis and Extension / Integration TAA CRM Implementation Business Analysis (Detailed Formulation of Requirements; Processes und Functions) Functional Architecture (Data Areas; Functional Architecture and Process Description; Mapping to Target Picture) Project Management (Implementation Roadmap; Business Case) The change management including all relevant people within the project, distribute all appropriate information to everybody from all hierarchical levels and ignite enthusiasm for the initiative.

8 References Major German Insurance Group Scope Development of firm wide Multi-Channel-Management (MCM) capabilities by formulating a MCM strategy as well as its operationalization Launch of a CRM solution that will both meet the stakeholders requirements and serves as a basis for MCM Functional superior MCM system architecture Efficiency improvements for Sales, Marketing and Customer Service processes Optimization of the Multi-Channel-Mix and promoting of seamless digital customer interactions Project Examples Successful execution of several interrelated projects: Pre study Software selection process Proof of concept (PoC) Implementation CRM system for more than 15 different stakeholder groups and users MCM rough concept based on MCM-Framework as well as firm-wide MCM strategy definition Pre-study for CRM Release 2 with focus on extension of further features and expanding of stakeholders Development of a functional MCM system architecture and provisioning process landscape Project Results Best-suited CRM-Software was selected and implemented according to stakeholders requirements identified by the executed Business Analysis Creation of company wide MCM-capabilities based on a defined strategy roadmap that also implies restructured Lead- and Campaign Management Integration of the direct insurance group as well as implementation of back office support for the field staff Enable client to match the electronic channel competencies of the direct insurance group with the strengths of the field staff

9 < Contact Matthias Hoehne Partner BearingPoint Germany Andreas Nothdurft Senior Manager BearingPoint Germany About BearingPoint BearingPoint consultants understand that the world of business changes constantly and that the resulting complexities demand intelligent and adaptive solutions. Our clients, whether in commercial or financial industries or in government, experience real results when they work with us. We combine industry, operational and technology skills with relevant proprietary and other assets in order to tailor solutions for each client s individual challenges. This adaptive approach is at the heart of our culture and has led to long-standing relationships with many of the world s leading companies and organizations. Our global consulting network of 9,700 people serves clients in more than 70 countries and engages with them for measurable results and long-lasting success. For more information, please visit: BearingPoint. All rights reserved