Managing customer relationships becomes challenging when relying on outdated technology. Today, we’ll examine how an insurance company struggled with this issue and how Osmosys helped them modernize their operations for improved efficiency.

Meet the Company

Our client is a big player in the UK insurance game. They’ve been around since 1996, selling short-term insurance through brokers, covering personal, corporate, and commercial insurance – if you need to insure something, they’ve probably got you covered.

Messy CRM for Insurance Major

Despite 25 years of operations in the insurance industry, our client faced a common challenge: they had fallen behind in adopting modern technology. 

Many established businesses find themselves in similar situations, relying on outdated processes and systems that once served them well but now hinder their growth and efficiency.

When we first engaged with them, their technological infrastructure was severely outdated. Their data management system was fragmented and inefficient, making accessing and utilising critical information difficult. The company’s core systems were slow, leading staff to manual workarounds like handwritten notes and separate spreadsheets.

This technological lag wasn’t just an internal issue; it was significantly impacting their ability to provide the level of service their customers and brokers expected in today’s fast-paced, digital-first environment.

The Wishlist

The organisation knew they needed to fix this mess. They came to our team at Osmosys with a wishlist:

1. A better way to handle broker info
2. A system that could prioritize brokers
3. A way to keep track of tasks and appointments that didn’t involve Post-it notes stuck to computer screens
4. Something that could send reminders to customers
5. A system that could play nice with Outlook
6. A clear way to see who reports to who in the company

The Makeover Plan

We looked at their wishlist and thought, “Microsoft Dynamics CRM could handle all of this.” But we didn’t just want to give them an off-the-shelf solution. We wanted to make it fit them like a glove.

So we rolled up our sleeves and got to work. We customized Microsoft Dynamics 365 to do exactly what they needed:

• For broker management, we set up a system that lets them input and organize broker info easily. They can now track activities, upload documents, run reports, and spot their VIP brokers without breaking a sweat.
• We made contact management a breeze. Now they can add contact details quickly, send reminders, and sync everything with Outlook. No more double-entry headaches!
• We also tackled their appointment and task management woes. The new system lets them create and track appointments, link them to brokers, and manage tasks. It even creates some tasks automatically and gives a heads-up on overdue ones. It’s like having a super-efficient personal assistant.
• And because everyone loves a good visual, we set up reports and dashboards. Now they can see at a glance how they’re doing compared to their targets. No more digging through spreadsheets to figure out if they’re on track.

The Added Brownies 

To make the new system even more useful, we added some extra goodies:

1. Company-wide alerts on the main page
2. A calendar that shows this month’s appointments and tasks

The Result

So, did all this work pay off? Here’s what changed:

1. No more treasure hunts for info. Everything’s in one place now.
2. The new system is faster and looks way better. People want to use it now.
3. Working with broker info, tasks, and appointments is much quicker.
4. The new system follows the insurance industry’s best practices, fixing most of their old headaches.
5. Managers can make smarter decisions because all the data is easy to access and analyze.

Lessons Learned

This project taught us a few things:

1. You’ve got to really understand an industry to build a system that works for it. Insurance isn’t just about policies and premiums – it’s complicated stuff.
2. If a system isn’t easy to use, people will find ways around it. Make it user-friendly, and they’ll actually use it.
3. Change can be scary. We made sure to work with tools people already knew (like Outlook) to make the transition easier.

Looking Ahead

Today, with their new setup, the organisation is in a much better place. They can give better service to their brokers and customers. And they’re ready for whatever the future of insurance might bring.

The whole makeover went something like this:

1. We had a heart-to-heart with the client to get what was bugging them.
2. Our team designed a custom version of Dynamics CRM that fits them just right.
3. We set up the new system and moved all their old data into it (without losing anything important).
4. We showed their staff how to use the new system (and made sure they liked it).
5. After launching, we stuck around to iron out any wrinkles.

Now, the insurance company has a modern, efficient CRM system that makes their work easier and helps them serve their brokers and customers better. It’s like they went from a bike with square wheels to a sleek racing machine.

Thinking About Your Tech Makeover?

If this journey got you thinking about your own company’s systems, you’re not alone. Lots of businesses are stuck with old software that’s holding them back.

Why not take a good look at your current setup? What’s working? What’s not? Talk to your team about what bugs them every day. Think about what you want to achieve – better customer service. More sales? Faster work?

A new CRM system like Dynamics 365 might be just what you need. These days, they can do a lot more than just store contact info.

Want to chat more about this? Get in touch with our experts. 

Similar Read: Osmosys Microsoft Dynamics 365 Case Study: Revolutionising an E-commerce Giant