Microsoft Dynamics CRM

Mensura’s contract managers are now making quotes more Mensura’s contract managers are now making quotes more Mensura’s contract managers are now making quotes more Mensura’s contract managers are now making quotes more

efficiently thanks to Microsoft Dynamics CRM.efficiently thanks to Microsoft Dynamics CRM.efficiently thanks to Microsoft Dynamics CRM.efficiently thanks to Microsoft Dynamics CRM.

Mensura is the third biggest Workers’ Compensation insurer in

the private sector today. Various types of software, which were

not integrated and were increasingly old, were hampering the

effectiveness of the commercial teams and the contract mana-

gers, especially with regard to making quotes and following up

on them. The group decided, therefore, to streamline the quote

management process. Microsoft Dynamics CRM and its xRM

development environment have turned out to be the ideal solu-

tions to meet the needs of users. After implementing a “Proof of

Concept” in ten days, CRM partner Travi@ta put in place a new

CRM solution. Nowadays, the 360° visibility of centralised infor-

mation contributes to better decision-making and improves the

performance of business negotiations.

Overview Country: Country: Country: Country: Belgium Sector:Sector:Sector:Sector: Insurance

Profile Mensura Mensura is active in the areas of health and safety at work, absenteeism and family allowances management, insurance against accidents at work and Collective Law insurance. Mensu-ra Insurance counts more than 30,000 clients and has relati-onships with 5,000 brokers.

Challenge The contract managers did not have an effective tool to calcula-te and manage quotes. The tool that they had was becoming old. The lack of integration of the various components led to multiple data encoding and sharing of information within the organisation in a way that was less than optimal.

Solution Microsoft Dynamics CRM and its xRM environment were the ideal solution as an integrated platform for optimising quote management and business relationships with the brokerage world, with 360° visibility of information.

Benefits • Optimisation of the quote management process

• Sharing and 360° visibility of centralised information

within the organisation

• Flexibility and possibility for growth of Microsoft Dyna-

mics CRM and the xRM environment

• Travi@ta’s experience and know-how

Towards better management of commercial

activities

At the end of 2008, Mensura Insurances

management asked the Information & Process

Management (IPM) department to study new

processes which would help them to attain better

operational effectiveness.

Frédéric Kekenbosch, Business Process

Manager: “While the initial goal related mainly to

quote management, we quickly extended the

project, so that it would also deal with processes

related to supporting sales activities,

relationships with brokers, and the mobility of

our Sales team”.

A true xRM tool

The IPM department analysis led in 2009 to the

first version of specifications which would be the

basis for the choice of a new standard piece of

software. “A first demo of Microsoft Dynamics

CRM by Travi@ta enabled us to realise the

possibilities that a true xRM development tool

can offer. A ‘Proof of Concept’, put in place by

Travi@ta in barely ten days, convinced us that

the xRM environment which accompanies

Microsoft Dynamics CRM had the potential to

meet our needs,” explained Frédéric

Kekenbosch.

Proof of Concept

The implementation of a ‘Proof of Concept’ was

to enable the testing of the performance of

Microsoft Dynamics CRM when it came to a large

volume of data: 170,000 client descriptions,

5,000 brokers, 30,000 insurance contracts and

almost 200,000 lines of financial data to be

managed in a single CRM application.

From the beginning, the involvement of users

was a crucial element in the setting up of the

test environment: ten key users from different

departments, including members of

Management, sales representatives and a few

managers from the Contracts department were

able to test the application and give their opinion

www.traviata.be +32 (0)2 721 88 80

on how user-friendly it was, its performance, the

integration of data from other software used by

Mensura, and whether it would be possible to see

these when on the move or working remotely.

Frédéric Kekenbosch: “Compared to the

alternative, which was to develop a home-made

solution, the ‘Proof of Concept’ showed that

Microsoft Dynamics CRM provided an additional

wealth of functions thanks to its user-friendliness

and its native integration with other office tools.

Recreating this would have been possible, but we

would have been missing out on what already

existed elsewhere, and with greater functionality.

Calculation tool

The journey towards implementing the new

system started in March 2010. The first stage

was replacing the existing quote management

tool and improving the visibility of client and

contract information.

In the past, contract managers had to use

different pieces of software to make a quote,

with, as an immediate consequence, redundant

data encoding taking place. At the same time, the

business teams didn’t have a truly centralised

tool to check information relating to quotes,

contracts, and clients.

The official date of the launch of the first phase

of the Microsoft Dynamics CRM project was

December 1st 2010. In the weeks preceding the

launch, Travi@ta and Mensura put in place an

intensive training programme for users, allowing

six half-days of training for each of the 40 users.

Frédéric Kekenbosch: «With a new module

developed in the xRM environment, we wanted to

standardise and rationalise our quote calculation

process. The goal was clearly to save time when

making a quote. We will measure it after a few

months of active use. But it is already clear that

the integration of Microsoft Dynamics CRM with

Microsoft Outlook contributes to user-friendliness

and effectiveness. »

Help with decisions and improved visibility

Microsoft Dynamics CRM is also a tool which

helps the decision making process: based on

inputted data and parameters and rules put in

place, the system automatically suggests the

appropriate rate to put into an offer, which

means the contract managers don’t have to

make manual, Excel-table-based calculations.

Thanks to this centralisation, the company data

are also more visible, for the management as well

as for the commercial department. It is now

possible for employees to work on the move: they

can work remotely – online, or offline when an

internet connection is not available.

A 360° view

At the end of January 2011, the second phase of

the project at Mensura allowed to make all the

financial and technical information on the

«With a new module developed in the xRM environment, we wanted to standardise and rationalise our quote calculation process. The goal was clearly to save time when making a quote. We will measure it after a few months of active use. But it is already clear that the integration of Microsoft Dynamics CRM with Microsoft Outlook contributes to user-friendliness and effectiveness. »

Frédéric Kekenbosch, Business Process Frédéric Kekenbosch, Business Process Frédéric Kekenbosch, Business Process Frédéric Kekenbosch, Business Process Manager, MensuraManager, MensuraManager, MensuraManager, Mensura

brokers available for the contract managers. This

brought added value to their negotiations with

the brokers.

“Salespeople now have quick access to the

broker’s portfolio and, when he is negotiating or

preparing a contract with him, he can see

through a single, simple view what are the

broker’s contracts, covered risks and the client’s

premium. They don’t have to read every file or

contract anymore. If they are shown only what is

useful for them, in the end, they save time,”

comments Frédéric Kekenbosch.

In conclusion, Frédéric Kekenbosch explains how

the partnership with Travi@ta worked. “Travi@ta

stands out for its undeniable expertise with

regards to the Microsoft Dynamics CRM solution.

Integrating our business logics within the tool

was not easy. It took time, but the partnership

between our IT teams and Travi@ta allowed us to

obtain the result that was expected by the

business. What’s more, they were professional in

their approach to skills transfer so that our IT

team could become truly independent.”

Frédéric Kekenbosch,

©2011 Lemarco©2011 Lemarco©2011 Lemarco©2011 Lemarco

Software & Services

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Partner

Travi@ta

www.traviata.be +32 (0)2 721 88 80

For more information

For more information about the Microsoft products and

service described, call +32 (0)2 704 30 00 or visit

http://www.microsoft.be/cases, where you will find

details of other companies that use similar types of

applications.

For more information about Travi@ta, visit

www.traviata.be, or call +32 (0)2 721 88 80.

For more information about Mensura, visit the web site

www.mensura.be or call + 32 (0)2 549 71 00.