Aegon Religare Life Insurance : Microsoft Dynamics CRM 4.0 Implementation

A new entrant in the insurance industry, the company needed to target and

capture significant market share. To help achieve this goal, they required a

robust, integrated customer relationship management solution. With help from

Religare Technova, it opted to deploy Microsoft Dynamics CRM 4.0. The main

objective for AEGON Religare was to automate its sales force, customer service,

and reporting systems. Some of the other challenges faced by the company were:

auto assignment of lead to direct agency or tied agency as per-defined logic;

servicing city mapping for assignment of lead; sending alerts to user;

escalation of mails of multiple leads; incorporating non-CRM users in a case;

and mapping department with assignment and escalation of the case. Microsoft

Dynamics CRM 4.0 allowed AEGON Religare a granular view of its customers,

helping the company to design better products, improve service levels and reduce

operational costs significantly. AEGON Religare has more than 50 branches across

India where leads are assigned and cases addressed. All leads are assigned

automatically and every lead is attended based on the assignment matrix. In

addition, agents get the assignment alerts along with client information, which

ensures that services of all agents across India are properly utilized. With

faster, automated processes on systems, employees can spend more time building

customer loyalty. With a combination of easy-to-use customer interfaces and

robust functionality, the software delivers quick and easy access to customer

information. Also, clients can reach the company by all possible mediums like,

direct walk-in, phone, e-mail and SMS. This intuitive access has improved both

employee and customer satisfaction.