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.