CRM On Demand Implementation for a leading Insurance Services Provider. Case Study

Transcription

1 CRM On Demand Implementation for a leading Insurance Services Provider Domain Insurance Founded 1931 Profile Case Study Leading short term Insurance Service Provider since 1831 Products Insurance for individuals via brokers, businesses, farmers and via direct approach INSURANCE COVERAGE SITES South Africa, Namibia, Botswana & Zimbabwe CRMIT Products & Services Implementation of Oracle CRM On Demand The client is a leading Insurance services provider in South Africa that focuses on short term insurances via brokers. They offer personal, commercial and corporate insurances. Their captive management and risk financing services are provided by an extensive network of financial specialists. The client started their journey in March 1981, received Super- Brand status in 2010 and still continues to serve financial services arena. Oracle CRM On Demand implementation was done for tracking information on brokers and appointments. CHALLENGES Use of legacy systems for capturing broker information complicated the work process. Information spread over multiple systems made it difficult for managers to track the data, BDC s task and appointments. Slow processing speed and poor user interface. Inconsistent data capturing process As a result, key users were dependant on handwritten notes; excel files and Ad-Hoc database, which resulted in inconsistencies while capturing information and poor capability to analyze data. REQUIREMENTS Capturing broker information, segmenting and prioritizing brokers and tracking open activities. Sending reminders to Business Development Consultants and synchronizing the contacts and activities with outlook express contacts. Mapping current appointments, associating appointments with brokers and tracking them after completion. CRMOD system s ability to support three major roles - Administrator, Sales Manager and Business Development Consultant (BDC). To achieve the hierarchy in the system: Multiple BDCs reporting to Sales Managers and Sales Managers reporting to next level of managers. SOLUTION Broker Management: Captures basic broker information; segments and prioritizes brokers; creates account records and tracks open activities.

2 Customer Experience I was pleasantly surprised as CRMIT's ability to understand our business, the complexity of our systems and data hierarchy structures in such a short time. At first the language understanding was a hurdle, but they found ways to communicate with us in a means that suited us (Skype etc). Their ability to provide us with Best practice from previous implementations, settled a lot of our early apprehension. Overall, as rather seamless rapid deployment. Project Manager, Leading Insurance Services provider Uploads letter of intent and other documents; pulls reports; identifies list of important brokers and captures method of dispatch details. Contact Management: Captures broker contact details; creates quick contact records; sends reminders to Business Development Consultant and synchronizes with Outlook Express contacts. Activity Management: Maps current appointment process; creates appointments; searches and associates appointments

3 with brokers. Traces finished appointments; captures agendas; creates auto tasks in advance, highlights overdue tasks and facilitates delegation of activities and captures user details. Standard Reports & Dashboards: Pulls reports on information captured and creates reports for displaying target vs. actual visits. Generic Features: Companywide alerts on homepage and calendar features

4 to view current month s appointments and tasks. Ability to share user calendar, build user hierarchy and view user profiles. Ability to create user groups to view the scheduled appointments of the group users. BENEFITS Information spread over multiple CRMOD systems made it easy for all the users. Well defined system enabled users to access information easily. Quick access to all sorts of data, faster processing speed and friendly user interfaces.

5 Higher efficiency while working with broker information, BDC s tasks and appointments. Client was endowed with an Oracle CRMOD system that offered best practices and settled most of the early apprehensions. Contact Information For more details on this and other solutions, please contact CRMIT at [email protected]. Please visit our website at and our Application portal site at