Download - SugarCRM in the insurance vertical
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SugarCRM in the Insurance
Enrico Maggi, Opensymbol
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Italian distribution model (it’s similar to other countries)
• Agencies are linked to a specific insurance company
• Agencies are owned by independent entrepreneurs
• Rules are currently changing in order to increase competition
Scenario
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• Opensymbol is the only SugarCRM Gold Partner in Italy (out of a total of 12)
• 25 employees (90% of which fully involved in SugarCRM)
• Focused in Insurance and Automotive markets
• We’re one of the 12 Partner Advisory Board members
About us
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Goals
• Insurance companies want to:• Retain good customers• Turn bad customers in to good customers• Conquest new good customers• Mantain a good and loyal relationship with agencies• Increase distribution model efficency
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Goals
Agencies want to:Retain customersConquest new customersGet cost savings
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What’s needed: customer information
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Challenges
Agents are not willing to share customer infos
A “new mentality” is required
Agents have low IT skill
Ins. Companies are usually bigwith very slow decision processes
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Opportunities
Existing corporate IT solutions are: Old and user unfriendly Focused on policy, not customer Not integrated (different sw for different processes) Accessible just if you are inside the company network
Agents are becoming aware that a change is required
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Opportunities
Social networks can help gathering fresh customer informations
New devices (e.g. iPad) are allowing easy access to informations while in mobility
New technologies help buildingrelationships
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The solution: SugarCRM for B2B2C (or PRM)
Close the gap between corporate marketing activities and distribution network (partners)
Close the gap between customer infos gathering point (partners) and corporate marketing
Reduce the “digital divide” that prevents agents executing effective local campaign
Marketing
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The solution: SugarCRM for B2B2C (or PRM)
Streamline all sales processes: Budgeting top down across the sales network Real time forecast Real time KPI All in one information system
Streamline all backoffice processes
Sales
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Remember: it’s not all about software
Mr. Marco Boni (Chief Marketing, Zurich Italy) interview
Il giornale delle assicurazioni
(January, 2010)
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The solution
Most of the data you can see contained in the following SugarCRM screenshots are nightly gathered from central DWH via an ETL and then properly organized and displayed for user convenience.
The solution is a perfect mix between data coming from Corporate ERP and data that are created at CRM level.
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The solutionTypically the insurance company offers different software applications to address different business needs. All the data is collected together into one single datawarehouse, and that’s where we usuallly read data from
CompanyDataWarehouse
Policy quoting
Policy issue
system
Claims system
Payment system
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The solution
15
One single installation on the Amazon Datacenter (UE zones)
CompanyDataWarehouse
Nightly differential data loads (Customers, Policies, Payments, Claims, Indicators)
Agency 1
Agency 2
Agency 3
Agency …
Agency n
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The solution
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The solution
Screenshots
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Different roles, different infos: Agent view
Day by day Agency Trend
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Different roles, different infos: Agent view
Agency Portfolio Overview
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Different roles, different infos: Agent view
Seller’s details
Sales Force Management: the agent can overview his sellers
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Different roles, different infos: seller view
Day by day Seller’s Portfoglio Trend
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Different roles different infos: front office view
Expiring Policies
Calls
Appointments and meeting
To do list
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Customer Profiling: 360°customer view
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Customer Profiling: 360°customer viewCustomer detail view
Personal data
Insurance Information
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Customer Profiling: 360°customer viewOther Information
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Amministrative and Operational ManagementInsurance policy detail view
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Amministrative and Operational ManagementPremiums Collection
Collection Data
Commission Data
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Amministrative and Operational ManagementClaims Detail View
Claims Data
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Sales ManagementOpportunity view
Funnel
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Sales Management
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Marketing Management
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Marketing Management
Campaign List Campaign Activities
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Marketing ManagementCampaign Monitoring
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Agency Accounting System
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Agency Accounting System
All financial record can be managed
Some records are automatically updated (coming from central data)
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Agency Accounting System: Cash Flow Check
Daily check between corporate data and agency data
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Agency Accounting System: Cash Registration Total per account
Easy cash record
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Sales Team Commission Management Commission calculation (to help collaborators in invoicing process to the agency)
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Benefits for the insurance company
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Benefits for the agencies
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Insurance Users
700 users 1,200 users 100 users
Europe
250 users 20 users 1,350 usersgeplant