• Blog
  • Modern CRM Technology is the Answer for Supporting Complex Insurances Sales Models

Modern CRM Technology Is the Answer for Supporting Complex Insurance Sales Models

Tom Berger
06 Jul, 2022

In an industry that already has many challenges, insurance sales processes can be very complex. That means the pipeline can be disrupted easily. This, in turn, emphasizes the importance of ensuring processes are as smooth and efficient as possible—and supported by the right technology.

When technology is subpar, problems ensue … plus, a pandemic

Such was the case with one large US provider of insurance and financial solutions, in business for 110 years. The firm’s differentiator is that they see policy owners, agents, and employees as family individuals, all connected by a passion for helping others and a respect for the uniqueness of each other’s lives.

The company needed to support a very complex insurance sales model that was supporting inside and outside sales teams with 12,000 non captive agents.

The problem: The technology supporting the team and these critical processes was a decades-old, green screen, mainframe CRM. This outdated technology was causing big problems:

  • Inefficiencies, like forcing staff to re-key information into multiple places
  • No modern functionality, like mobility
  • No way for management to have visibility into data like sales performance, which limited their ability to forecast or take appropriate action when needed
  • Siloing of the company’s three lines of business, causing them to miss opportunities to cross sell

If this wasn’t enough to contend with, the company embarked on a mission to implement a new CRM platform during the COVID-19 pandemic.

The right CRM technology provides the needed support for sales processes

The solution: After looking at Salesforce and other major CRM solutions, the company selected Dynamics 365 Sales.

Dynamics 365 Sales (D365) addresses every facet of insurance sales processes, including providing visibility into key areas within the organization, which was critical to this company. Management now has the visibility to see how sellers are performing so they can determine what’s working and what’s not working and take action as needed. Visibility into current client relationships also enables them to identify opportunities for cross selling.

The new D365 solution also integrates with Maplytics, which makes it easier for agents to map out the routes for their client meetings, and the company’s call center screen pop software—all of which contribute to a single, connected platform in the cloud. An added benefit of the cloud: the agent experience is much improved, leading to increased agent retention.

Hear about a commercial insurance benefits broker that made an organization-wide transformation with Microsoft technology and HSO

Acquisitions have resulted in substantial growth for a commercial insurance benefits broker and wealth manager, but bringing the technologies of the acquired companies together over the past decade has proven difficult, leaving the acquired organizations operating systems independently.

Now this financial services firm sees the value gained from a business and financial perspective by pulling them together under a common brand with common business models.

Hear about how the firm followed a scalable plan and came out ahead, ready to onboard more companies efficiently and consistently.

"Our relationship went from an external partner to being a trusted advisor."

- Richard Smith, Senior Functional Solution Architect, HSO

A commercial insurance benefits broker/wealth manager kicks off a digital transformation strategy to support global growth with HSO & Dynamics 365

Read the success story

Learn more about our Insurance solutions

Contact us

Want to know more? Contact us to talk about how the HSO financial services team can support your technology project.

By using this form you agree to the storage and processing of the data you provide, as indicated in our privacy policy. You can unsubscribe from sent messages at any time. Please review our privacy policy for more information on how to unsubscribe, our privacy practices and how we are committed to protecting and respecting your privacy.