Absolute Insurance is a full-service, independent insurance brokerage that wanted to streamline data and customer management to enable its mobile advisers to work remotely without needing to carry large files and rely on faxes. With Microsoft Dynamics CRM they have a central system in place which allows authorised personnel within the company to access up to date client information anywhere, at anytime. And the additional benefit of a paperless office.
||We chose Microsoft Dynamics CRM because it was the best fit for our business.
||Craig Hudgell Director Absolute Insurance
In order to keep their team mobile and available for customers around the country, Absolute Insurance wanted a solution that would allow for a paperless office, streamline processes and keep all client information in a central database.
Absolute Insurance implemented Microsoft Dynamics CRM, a system that has streamlined business processes, improved efficiency and reduced overhead costs for the company, all without compromising on quality or compliance regulations.
Accessing information around the country
Absolute Insurance is a nationwide, full-service, independent insurance brokerage helping Kiwis insure the things that matter the most – health, life, income, business and personal assets. The insurance advisers are all mobile which allows them to reach all four corners of New Zealand.
“We started the business in 2004 and right from the beginning realised if we were going to become a nationwide success we would need the right technology in place,” says Craig Hudgell, Director, Absolute Insurance.
“Massive amounts of data and record keeping are required to make sure everything is tracked correctly and compliant with government regulations in this industry. It is not sustainable to have a physical office in every town around the country, so we looked for a solution to give us commonality across the company and allow our mobile advisers to access the information they need remotely.”
The system needed to:
• Hold all client information in a clear manner
• Be accessible from any location in New Zealand (via the Web)
• Provide clear, accurate reports to give an overview of the business
• Link in with calendars for booking appointments
• Track correspondence
• Provide reports to assess leads and cross-sell opportunities
The CRM answer
Craig and his team searched for a CRM system that could completely integrate with their existing electronic systems, and with the ability to be adapted to meet changes in the company and external environment, such as government regulations. It needed to be easy to use- with brokers moving from a paper to a digital environment and located throughout the country this was critical. They also insisted the solution had a solid support network based in New Zealand.
“We chose Microsoft Dynamics CRM because it was the best fit for our business, worked with and just like Microsoft Outlook which I brokers were using everyday and is fully supported. There are not many total technology solutions out there that allow you to run a paperless office without compromising quality, particularly ones with good New Zealand examples.”
“With a system like this in place we have prepared the company for the future – specifically to meet government compliance regulations that are expected to become more stringent in the coming years.”
In addition to this, Absolute Insurance needed a solution that could record all appointments and correspondence with clients – and allow the call centre team in Nelson to access advisor’s calendars and input bookings. Derek Simpson and the team at Altair Computer Systems made this all possible, helping install and customise the solution for the best fit.
“We need to be able to track all correspondence with our clients in case of client queries and so we have accurate records if any of our advisers moves on. Microsoft Dynamics CRM allows for this, and also has a great reporting system that can track all contact, identify cross-sell opportunities and enable us to get a detailed overview of the business.”
Improved efficiencies and detailed reporting
The benefits to the company were immediate. Absolute Insurance now has a system that:
• Provides a real-time view of all appointments
• Integrates well with existing systems
• Enables high level, detailed reporting
• Aids identification of leads and cross-sell opportunities
• Allows authorised personnel to access client information
• Covers all possible loopholes
• Improved efficiency within the team
• Offers cost savings with less overheads (no physical offices and no paper)
• Gives us a flexible platform which we can evolve with the business
• Enables our team to have a single 360 degree of a customer
• Deliver a much better service to customers
“Our clients also benefit from this system. By having all the information in one system that authorised personnel have access to, client questions can be answered quickly, at the click of a button. We can also constantly audit our information, and if we find a problem, or something missing, we can work to fix it quickly,” says Craig.
“The benefits are very tangible for everyone – users, business decision-makers and our clients. Overall, the main benefits of Microsoft Dynamics CRM to Absolute Insurance are that it gives us confidence that we are covering all the bases for compliance, allows access to all client information and correspondence, and the ability to operate around New Zealand without offices and high overhead costs. It basically allows us to exist as a nationwide company.”
Cost savings with Microsoft Dynamics
Craig believes Microsoft Dynamics CRM is a great system for other small-to-medium businesses, allowing them to save money by running a paperless office with efficient processes and good practices – enabling them to concentrate on their core business.
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