mensura case story ms crm en
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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
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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.