A large US-based global insurance company, with operations in 130 countries and serving approximately 90 million people
THE CHALLENGE / REQUIREMENT
Dealing with multiple broker firms is a norm in the insurance industry. However, the client’s fragmented CRM systems built on legacy technologies made it extremely difficult for them to improve relations with their customers who complained about the disjointedness and significant delays to adapt to changing business needs.
The client clearly required a complete CRM overhaul - a long-term and scalable solution to equip its advisory force with enhanced CRM capabilities.
Mphasis created a 'one-stop-shop' experience for all CRM-related advisor activities, to provide mobility and flexibility. We followed agile as well as waterfall methodologies and leveraged Salesforce.com as the consolidated platform to serve client’s objectives. We helped the client with -
Continuous iterations kept an efficient check on changing business needs, and product improvements were implemented accordingly. The project was a self-directed effort to transform the way advisors interacted with their customers, translating into more meaningful and long‐lasting relationships
Our solution enabled our client to empower their sales teams with easy-to-use and well-integrated CRM tool. Providing relevant, timely, complete, and actionable information, the CRM tool proved to be a ‘one-stop-shop' experience for the users. It also helped the client save millions of dollars and enable its advisor group with customer information delivered on the go. The platform was scalable enough to accommodate 6000 and more concurrent users, without compromising the performance of the system.
Benefits of an integrated CRM system (as against the earlier disjointed systems) include
USD 10.1 Mn cost savings over 5 years
USD 1.3 Mn annual saving due to process efficiencies
Enhanced customer satisfaction
Increased sales and market share due to single source of end customer information