© 2010 Accenture & Avanade. All Rights Reserved. CRM for Insurance Sales Deck 1 Target Audience: Client prospects Usage Guidelines: As part of the Accenture,

© 2010 Accenture & Avanade. All Rights Reserved.© 2010 Accenture & Avanade. All Rights Reserved.

CRM for InsuranceSales Deck

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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-to-market 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:

AvanadeBrian Boardman, North AmericaEdwin Jongsma, EuropeCharlie Wood, APAC

AccentureKelly Stratman, North AmericaDavid Jones, UKI, Nordics and ASGJorge Molina, SPAI, Gallia

http://dynamicscrm.accenture.com/

mailto:[email protected]






© 2010 Accenture & Avanade. All Rights Reserved.

Powerful solutions delivering sustainable results.

CRM for Insurance


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

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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

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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

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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.


How does CRM for Insurance deliver all this?

By resolving the challenges described earlier.

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Challenges SolutionsCosts 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 product-risk 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.


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

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Agent Client ReviewRepeatable sales process enables agents to create a consistent client experience and deeper trust.

Claims ProcessingTurn servicing functions into opportunities for cross-sell/up-sell.

CampaignIdentify policies before they are up for renewal, and create an appointment for a simple Financial Review Campaign.

Business IntelligenceReal-time sales information enables better sales planning and development of products with greatest market potential, while simultaneously minimizing risk.

Achieve greater results with a well integrated customer data lifecycle

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Realize the benefits for every group in the insurance value chain

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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.© 2010 Accenture & Avanade. All Rights Reserved. 10

Delivered with the ‘Power of 3’ alliance: A combined strength in the marketplace

AccentureIndustry experience, expertise and knowledge of Microsoft technologies and mission-critical solutions to meet insurers’ business requirements

AvanadeDeep technology integration experience with Microsoft platform and development tools, market-leading SaaS and cloud vision and technologies, and proven delivery capability

MicrosoftUbiquitous software experience

Accenture and Avanade recognized asMicrosoft 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


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

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http://www.ing.com/ing/contentm.nsf/home_en!readform


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.

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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

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Documents

© 2010 Accenture & Avanade. All Rights Reserved. CRM for Insurance Sales Deck 1 Target Audience: Client prospects Usage Guidelines: As part of the Accenture,