CRM for Insurance
Sales Deck
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
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CRM for Insurance
Powerful solutions delivering sustainable results.
© 2010 Accenture & Avanade. All Rights Reserved.
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, 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. All Rights Reserved.
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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.
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In contrast, CRM for Insurance drives…
• Deeper insight into performance of sales efforts via efficient CRM
dashboards
• Proven sales workflow, 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, maximizing cross-selling and
relationship building
• Improved experience and sales performance, boosting retention of
representatives and agents, 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, familiar Microsoft-based system.
© 2010 Accenture & Avanade. All Rights Reserved.
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How does CRM for Insurance deliver all this?
By resolving the challenges described earlier.
Challenges
Solutions
Costs of sales too high — and overall
sales effectiveness too low
Sales process automation -- from start to
finish -- reduces costs and boosts results
Customers harder to acquire and retain
Higher-quality customer experience
makes it easer to keep and win
customers
Aging workforce, loss of skills that are
tough to replace
Greater job satisfaction helps retain staff
and attract better-quality recruits
Difficulty identifying market trends to
balance product risk
Accurate and current business
intelligence paves way for wiser productrisk decisions
Agent and carrier systems not integrated
…
Integrated data workflow strengthens
link between agents and carriers …
…resulting a fragmented view of the
customer
… providing complete and consistent
customer information at all touch points.
© 2010 Accenture & Avanade. All Rights Reserved.
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Built on proven Microsoft Dynamics
CRM platform
• Familiar, 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 .NET
• Configure to meet the
specific needs of your
organization
• Lower total cost of ownership
© 2010 Accenture & Avanade. All Rights Reserved.
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Achieve greater results with a well integrated
customer data lifecycle
Business Intelligence
Campaign
Real-time sales
information enables better
sales planning and
development of products
with greatest market
potential, while
simultaneously
minimizing risk.
Identify policies before
they are up for renewal,
and create an
appointment for a
simple Financial Review
Campaign.
Agent Client Review
Claims Processing
Repeatable sales
process enables agents
to create a consistent
client experience and
deeper trust.
Turn servicing functions
into opportunities for
cross-sell/up-sell.
© 2010 Accenture & Avanade. All Rights Reserved.
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Realize the benefits for every group in the
insurance value chain
Carriers
• Improved customer retention and profitability at lower cost.
• Greater mindshare and market share from agents.
Agents
• One place for client, claims, product, policy and sales data.
• Easier identification of opportunities for up-sell and cross-sell.
Customers
• Improved agent care encourages purchase of additional products.
• Consistent information and experience at call center and agent
improves satisfaction with carrier.
© 2010 Accenture & Avanade. All Rights Reserved.
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Delivered with the ‘Power of 3’ alliance:
A combined strength in the marketplace
Accenture
Industry experience, 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, marketleading SaaS and cloud vision and technologies,
and proven delivery capability
Microsoft
Ubiquitous software experience
© 2010 Accenture & Avanade. All Rights Reserved.
Avanade
recognized as
Microsoft Global
Enterprise Partner
of the Year for
2001, 2004, 2006,
2008, 2009 and
2010
Avanade named
2010 Microsoft
Dynamics CRM
Solution Partner of
the Year
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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. All Rights Reserved.
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Case studies in action
• A major life and investment institution wanted to improve its control
and insight over sales, marketing and customer service. Accenture
delivered by implementing Dynamics CRM supported by BizTalk Server,
enabling integration with existing systems and flexibility to incorporate
future non-Microsoft investments.
• A market-leading insurer aimed to improve its operational CRM by
standardizing and integrating marketing processes and campaigns
across multiple channels, while maintaining real-time tracking of client
concerns. Accenture implemented a Dynamics CRM solution that
enabled integration with legacy Alnova systems and emphasized lowest
total cost of ownership.
• This substantial player in pensions, life and health insurance,
banking and asset management recognized a pressing need to
become a more customer-driven organization. Accenture assisted the
client achieved by implementing a platform based on Dynamics CRM,
thereby integrating customer insight from marketing through to sales.
© 2010 Accenture & Avanade. All Rights Reserved.
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Summary:
Why Choose CRM for Insurance?
• Designed to increase sales, 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, 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. All Rights Reserved.
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