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Target Audience: Client prospects Usage Guidelines: • As part of the Accenture, Avanade, and Microsoft alliance, CRM for Insurance is one of several ―Microsoft Dynamics CRM‖ campaign areas to support our go-tomarket strategy. • This sales deck is intended to be used to facilitate discussions with a client and to answer client questions regarding the CRM for Insurance solution. • It is designed to be used for both client discussions and for RFI/RFP responses. Supporting notes are also provided for your reference. • For more information please contact one of our regional sales leads or go to http://dynamicsCRM.accenture.com:
Accenture Kelly Stratman, North America David Jones, UKI, Nordics and ASG Jorge Molina, SPAI, Gallia
© 2010 Accenture & Avanade. All Rights Reserved.
Avanade Brian Boardman, North America Edwin Jongsma, Europe Charlie Wood, APAC
© 2010 Accenture & Avanade. . All Rights Reserved.CRM for Insurance Powerful solutions delivering sustainable results.
3 . loss of skills that are tough to replace • Difficulty identifying market trends to balance product risk • Agent and carrier systems not integrated resulting in fragmented view of the customer © 2010 Accenture & Avanade.What challenges do you face in your agency network? • Costs of sales too high • Overall sales effectiveness too low • Customers harder to acquire and retain • Aging workforce. All Rights Reserved.
Lack of integration is #1 barrier to achieving major performance gains Symptoms of limited integration: • • • • • Slow and costly systems and processes Multiple logins Manual intervention and phone calls Lack of customer insight Underperformance and frustration among reps and agents Lack of integration leads to: • Poor sales performance • Low retention of staff and customers • High costs © 2010 Accenture & Avanade. All Rights Reserved. 4 .
5 . boosting retention of representatives and agents. © 2010 Accenture & Avanade.In contrast. maximizing cross-selling and relationship building • Improved experience and sales performance. CRM for Insurance drives… • Deeper insight into performance of sales efforts via efficient CRM dashboards • Proven sales workflow. and improved customer satisfaction–all at lower cost CRM for Insurance enables insurance carriers and their field agents/brokers to manage sales activity and consolidate information from multiple systems in one easy-to-use. enabling agents and carriers to turn insight into action—and action into sales • At-a-glance managerial insight across lines of business • Single unified view of household. familiar Microsoft-based system. All Rights Reserved.
loss of skills that are tough to replace Difficulty identifying market trends to balance product risk Agent and carrier systems not integrated … …resulting a fragmented view of the customer © 2010 Accenture & Avanade. 6 . Challenges Costs of sales too high — and overall sales effectiveness too low Customers harder to acquire and retain Solutions Sales process automation -. All Rights Reserved.reduces costs and boosts results Higher-quality customer experience makes it easer to keep and win customers Greater job satisfaction helps retain staff and attract better-quality recruits Accurate and current business intelligence paves way for wiser productrisk decisions Integrated data workflow strengthens link between agents and carriers … … providing complete and consistent customer information at all touch points.How does CRM for Insurance deliver all this? By resolving the challenges described earlier. Aging workforce.from start to finish -.
All Rights Reserved. easy-to-use Microsoft Outlook or browser interface • Integrates with other Microsoft tools to boost value delivered • Faster to deploy than traditional enterprise solutions • Services-oriented platform built on . 7 .Built on proven Microsoft Dynamics CRM platform • Familiar.NET • Configure to meet the specific needs of your organization • Lower total cost of ownership © 2010 Accenture & Avanade.
8 . Agent Client Review Repeatable sales process enables agents to create a consistent client experience and deeper trust. © 2010 Accenture & Avanade.Achieve greater results with a well integrated customer data lifecycle Business Intelligence Real-time sales information enables better sales planning and development of products with greatest market potential. Claims Processing Turn servicing functions into opportunities for cross-sell/up-sell. All Rights Reserved. and create an appointment for a simple Financial Review Campaign. Campaign Identify policies before they are up for renewal. while simultaneously minimizing risk.
Agents • One place for client. • Easier identification of opportunities for up-sell and cross-sell. • Greater mindshare and market share from agents. policy and sales data. All Rights Reserved. 9 . Customers • Improved agent care encourages purchase of additional products. © 2010 Accenture & Avanade. product. claims. • Consistent information and experience at call center and agent improves satisfaction with carrier.Realize the benefits for every group in the insurance value chain Carriers • Improved customer retention and profitability at lower cost.
2006. All Rights Reserved. marketleading SaaS and cloud vision and technologies.Delivered with the ‘Power of 3’ alliance: A combined strength in the marketplace Accenture Industry experience. 2009 and 2010 Avanade named 2010 Microsoft Dynamics CRM Solution Partner of the Year 10 Microsoft Ubiquitous software experience © 2010 Accenture & Avanade. 2004. 2008. . and proven delivery capability Avanade recognized as Microsoft Global Enterprise Partner of the Year for 2001. expertise and knowledge of Microsoft technologies and mission-critical solutions to meet insurers’ business requirements Accenture and Avanade Deep technology integration experience with Microsoft platform and development tools.
All Rights Reserved.Accenture: Part of the fabric of the insurance industry • Serving 34 of the top 40 insurers worldwide. and 3 of the top 5 • More than 100 insurers use Accenture software solutions © 2010 Accenture & Avanade. 11 .
Case studies in action • A major life and investment institution wanted to improve its control and insight over sales. • This substantial player in pensions. Accenture implemented a Dynamics CRM solution that enabled integration with legacy Alnova systems and emphasized lowest total cost of ownership. • A market-leading insurer aimed to improve its operational CRM by standardizing and integrating marketing processes and campaigns across multiple channels. Accenture assisted the client achieved by implementing a platform based on Dynamics CRM. thereby integrating customer insight from marketing through to sales. enabling integration with existing systems and flexibility to incorporate future non-Microsoft investments. All Rights Reserved. banking and asset management recognized a pressing need to become a more customer-driven organization. life and health insurance. © 2010 Accenture & Avanade. Accenture delivered by implementing Dynamics CRM supported by BizTalk Server. while maintaining real-time tracking of client concerns. marketing and customer service. 12 .
and Microsoft alliance: An unparalleled combination of deep experience and proprietary assets to rapidly understand clients’ needs and deliver a world-class solution © 2010 Accenture & Avanade.Summary: Why Choose CRM for Insurance? • Designed to increase sales. All Rights Reserved. 13 . enhance customer satisfaction and improve employee retention • Cost-effective solution integrates carriers with field brokers and agents throughout the insurance lifecycle • Easy to use and Microsoft-based • Enables flexibility in deployment – in the cloud or on-premise – enabling changes at any time • Includes Productivity Platform which incorporates best practices and rapid development techniques to speed implementations and deliver results faster to your organization • Accenture. Avanade.