2 page Case Study - Posted 7/29/2008

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Lincoln Heritage Funeral Planning

New Applications and Upgrades Bring Efficiency and Speed to Sales and Marketing Staff

Business Needs

Lincoln Heritage Funeral Planning (LHFP), based in Portland, Ore., is a segment of the Londen Companies, a national life insurance organization founded more than 40 years ago. LHFP serves three different sets of customers: policyholders and their families, funeral homes across the country that serve LHFP policyholders’ families in their time of grief, and LHFP regional consultants and family-service counselors. In 2006, LHFP altered its sales and marketing model to encourage growth. As their business grew, it was apparent that several key processes were missing necessary core functionalities in their existing systems. Microsoft Dynamics CRM 1.2, while previously an effective solution, quickly began to show signs of strain. Deficiencies in processes from lead distribution and reporting to appointment dispatching and confirmation clearly necessitated a system upgrade. The Call Center – which is the operational hub for internal sales staff – was outfitted with outdated systems that were not giving sales staff effective prioritization or information on their call-down lists for business leads.

Solution

LHFP contacted Microsoft Gold Certified partner Ascentium. Ascentium had worked with LHFP in the past, deploying their Dynamics CRM 1.2 system. Ascentium consulted with LHFP and determined the solutions that would match their growing needs. Ascentium upgraded LHFP to Microsoft Dynamics CRM 3.0 and developed a custom caller application that would sit on top of Microsoft Dynamics CRM 3.0, providing a direct benefit to the Call Center. To accurately demonstrate the return on investment of this new application for the Call Center, Ascentium also deployed Microsoft SQL Reporting Services (migrated from Crystal Reports) which would allow publishing reports right inside of Microsoft Dynamics CRM 3.0. Within an eight-month period, Ascentium was able to upgrade and deploy all-new systems and applications at LHFP, streamlining processes and reporting for the company.

Benefits

Moving from Microsoft Dynamics CRM 1.2 to 3.0 and the addition of a custom call application has made a significant, positive impact on LHFP. The upgrade constituted an enabling framework wherein LHFP has seen tremendous success. The calling application, advanced reporting, and CRM 3.0 all contributed to improved visibility into schedules and leads.

Microsoft Dynamics CRM 3.0 and a custom caller application have provided us with an enabling framework for growth. Since its inception, our call center, customers and overall business have doubled in size. Bret Davis Executive Vice President Lincoln Heritage Funeral Planning

• The custom caller application generates reports directly into the system, creating timely electronic information for management review

• Scheduling communication from the call center to the field occurs in real time-- setting an industry standard for seamless online integration for hundreds of field agents across the country