Is there really a role for CRM in Customer Centric Insurance?

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Customer centricity is a top talking point in the insurance industry.

The Internet of Things (IoT) is changing the way customers interact with insurance products across every channel. UK Insurance comparison sites are booming, data is getting bigger and technology is getting more sophisticated (wearables, black boxes, drones to name a few). With so much development and choice, competition is fierce.

So how do insurance firms deliver a better product and superior customer experience?

Insurance start-ups are ahead of the game with an agile ability to embrace the pace of technology and customer expectations for personalized products, numerous interaction options and seamless service. With artificial intelligence, automated processes and predictive digital data just three of the cornerstones of this new era, strategic partnerships are beginning to pop up that allow the incumbents of the industry to keep up despite their risk centric background and all of the infrastructure that supports it.

Whether or not you are already pursuing customer-centric products and services, do you have the right CRM system to hold all the data?

A good CRM system lets you access all relevant information about a customer at the touch of a button, accessed by every department for a 360-degree view. It means an end to the complexity of silos of data and systems that don’t talk to each other and that slow your response rate, personalization ability and productivity down.

Here’s what your CRM system should be doing for you:

  • Faster enquiry handling
  • Intelligent document management
  • Better data management
  • Effortless task management
  • Automated workflows
  • More effective marketing
  • Visibility of your sales pipeline
  • Easy reporting
  • Streamlined claims resolution
  • Proactive customer service
  • Staff productivity
  • Mobile access
  • Multi channel customer interaction
  • Track your most profitable business
  • Track your most profitable channels
10 Insurance Sector Business Outcomes of Microsoft Dynamics CRM

So, why choose MS Dynamics CRM? Here are just a few of the compelling facts that build on the basics of what a good CRM system should do.

  • Deployment Options: Dynamics CRM is the only CRM system built solidly enough to allow you to choose and change deployment. You can read more about the benefits of On-Premise v Cloud-Hosted on our blog.
  • Integration: Being part of the Microsoft family comes with big benefits. Seamless integration with Outlook, Skype, Office 365 to name a few with LinkedIn soon to follow. It’s a connectivity that other providers simply don’t have.
  • Familiar User Interface: One of the highest user adoption rates in the market. Coupled with partner expertise (such as ours of course!), Dynamics CRM is set up for success from day one.
  • Intuitive customisation: Dynamics CRM comes into its own when the right tools and apps are deployed to make it really fit your business objectives. It’s a solid platform to customize from a access to a wide range of tools and its scalability means it will always fit your business’ processes and people.
  • Easier Administration: There is an extensive administrative function allowing you to alter fields, entities and processes without code if you have the right team internally.
  • Scalable and Innovative: The pace of change in the business environment is incredible. Dynamics CRM has always been at the forefront of the role of CRM and is always looking to the future to maximise the return on investment for its customers. You can read more about how this will look with the forthcoming Microsoft 365 on our blog. Link to dynamics 365 blog
  • Data Security: With the rise of security hacks and identity fraud across the world, cloud-hosted data security has never been more crucial. Each Microsoft data centre has perimeter security, multi-factor authentication, locked racks and extensive video monitoring. More importantly, Microsoft is the only Cloud provider to have UK data centres, making it even easier for businesses with highly sensitive data to benefit from the advantages of Cloud-hosting.
  • Extended CRM: The Microsoft Dynamics platform has evolved from a CRM tool to a fully integrate collaboration, communication and business productivity suite. With the right customisation and input, Dynamics can improve your relationships with suppliers, contractors and partners, as well as your customers.
  • Pricing: Users, press, industry analysts and partners alike, all rate MS Dynamics as one of the best value platforms across licensing, services, training, customisation, implementation, administration and maintenance.
  • With the upcoming launch of Microsoft Dynamics 365, the scope of CRM is going to shift up another gear. The pace of change in the insurance industry is fast. This disruptive new approach to CRM is going to make it possible for insurers to keep up. You can read what we know so far about Dynamics 365 on our blog.

Any CRM system is a commitment that it’s important to get right. To give you further insight into how it helps with customer centricity, we’ve prepared a Step-by-Step Guide that is free to download and will get you on the right path.customer centricity & crm