Microsoft Dynamics Customer Solution Case Study

Insurance Company Gains Competitive Edge, Increases Customer Base with CRM Solution

Overview “The solution creates an efficient working Country: India environment for us, and we are seeing the results Industry: Insurance in more satisfied customers.” Customer Profile Srinivasan Iyengar, Director - Information Technology & Change Mgt, AEGON Religare AEGON Religare Life Insurance Company Limited, launched in July 2008, is a joint venture between AEGON, a leading life insurance and pension group and Religare, a diversified financial services group in India. AEGON Religare Life Insurance, a new player in Indian

Business Situation insurance market, is dedicated to build a firm future, both for A new entrant in India, AEGON Religare customers and employees by balancing a local approach with did not have a customer management solution. To capture a dominant market the power of an expanding global operation. A new entrant in share in the highly competitive insurance the insurance industry, the company needed to target and industry, the company required an efficient solution to manage customers capture significant market share. To help achieve its goal, the through the entire lifecycle. company required a robust, integrated customer relationship

Solution management solution. With help from Religare Technova, a To accomplish its goals, AEGON Microsoft® Certified Gold Partner, it opted to deploy Microsoft® Religare opted to implement Microsoft® Dynamics™ CRM 4.0 with help from Dynamics™ CRM 4.0. The implementation has aligned the Religare Technova, a Microsoft® company’s sales and customer services strategies. It has also Certified Gold Partner. resulted in increase in efficiency of business processes across Benefits branches.  Improves efficiency across branches  Enhances customer satisfaction  Provides greater customization Situation  Servicing City mapping for assignment of AEGON, one of the world’s largest life Lead insurance and pension groups and  Pin Code mapping for assignment of Religare, one of India’s leading integrated Lead to Business Manager or Agent financial services groups, have come  Sending alerts to user together to launch AEGON Religare Life  Escalation of mails of multiple Leads Insurance Company Limited. This venture  Incorporating Non-CRM users in a case is dedicated to build a firm future, both for  Mapping Department with Assignment customers and employees and will and escalation of the case continue to balance a local approach with  Auto assigning cases to Non-CRM user the power of an expanding global operation. There was a pressing need to incorporate certain processes. Elucidating the need for The company launched its pan-India multi- customer management solution, Srinivasan “With faster, channel operations in July, 2008 with over Iyengar, Director - Information Technology 25 branches spread across India. Its & Change Mgt, AEGON Religare says, automated processes business philosophy is to help people plan “Customer-focused strategies require CRM within the new system, their life better. It provides high quality solution to help acquire customers advice to customers and offer superior thorough various touch points and translate employees can spend customer service. operational data into actionable insights for more time building proactively serving customers.” As a result, In an industry first, AEGON Religare Life the company decided to opt for a solution customer loyalty.” Insurance offers policy servicing on the that would help it achieve competitive Srinivasan Iyengar, Director - Information phone via Interactive Voice Response advantage. Technology & Change Mgt, AEGON (IVR) System by issuing the customer a T- Religare Pin for authentication. It is also the first company to include the customer’s medical Solution report in the policy kit. AEGON Religare considered a number of options and decided to implement In a servicing industry, Lead Management Microsoft® Dynamics™ CRM 4.0, and Case Management are the areas supported by Religare Technova, a where a company has to concentrate more Microsoft® Certified Gold Partner. to make themselves different from others. The main objective for AEGON Religare According to Srinivasan Iyengar, “Our was to automate its sales force, customer industry faces unique, multiple challenges service, and reporting systems. such as high levels of customer churn; attaining net growth in customer base; Some of the other challenges faced by the selling more products to existing customers company were: to improve profitability etc. Religare  Auto assignment of Lead to Direct Technova which has in-depth Agency or Tied Agency as per-defined understanding of the financial services logic industry and its demands is best suited to partner with us in our endeavour to client-facing staff of insurance companies,” streamline.” shares Srinivasan Iyengar.

The company selected Microsoft® Some of the unique requirements Dynamics™ CRM 4.0 as the base addressed with the new solution were: application for Lead Management, Service Customer Service Automation, Lead Management and Campaign Management. Management, Case Management, It also has the facility to customize and get and Campaign Management. maximum output in terms of day-to-day data, which can be used for MIS reports. Commenced in September 2007, the implementation was completed by The two important modules that were February 2008. The solution was customized by the solution were: implemented at the company’s office in  Lead Management System: This is Mumbai and access was extended across the most important system where the all locations. AEGON Religare deployed company interacts with prospects. To the Sale, Marketing, and Service modules. have better control, prompt action and outstanding service to the customer, a With Microsoft® Dynamics™ CRM 4.0, special logic is introduced in the Lead employees are better equipped to deliver Management System, which will highly personalized customer services and automatically allocate the nearest agent improve customer satisfaction. The for each Lead. An allocation SMS alert is company now has a solution that will dispatched to the agent along with the support the team’s growth for years to client details. The leads can be come. generated by Web, internal portal, e- mail, SMS, phone or direct walk-in.  Case Management System: The Benefits client base can be retained and also Microsoft® Dynamics™ CRM 4.0 allowed grown by solving issues as early as AEGON Religare a granular view of its possible. In this system, cases customers, helping the company to design automatically get assigned based on the better products, improve service levels and reason type and severity. All case related reduce operational costs significantly. activities are recorded in CRM Activities and have escalation as well. The user Improves Efficiency Across Branches defined escalations play a significant role AEGON Religare has more than 50 to follow and control the company branches across India where leads are process, and provide quick service to the assigned and cases addressed. “Because customer. Cases can be raised by of Microsoft® Dynamics™ CRM 4.0, all phone, e-mail, Web, or internal portal. leads are assigned automatically and every lead is attended based on the assignment

“Microsoft® Dynamics™ CRM 4.0 is matrix,” says Srinivasan. “In addition, designed specifically to meet the needs of agents get the assignment alerts along with client information, which ensures that services of all agents across India are properly utilized.”

Srinivasan says, “With faster, automated processes on systems, employees can spend more time building customer loyalty. As a result, productivity has improved.”

Enhances Customer Satisfaction With a combination of easy-to-use customer interfaces and robust functionality, Microsoft® Dynamics™ CRM 4.0 delivers quick and easy access to customer information. Clients can reach the company by all possible mediums like, direct walk-in, phone, e-mail and SMS. This intuitive access has improved both employee and customer satisfaction.

“The solution creates an efficient working environment for us, and we are seeing the results in more satisfied and successful customers,” says Srinivasan Iyengar.

Provides Greater Customization The solution also improves campaign management for AEGON Religare. It traps all promotional activities of the company. A custom made campaign, KILB – Kum Insurance Lene Ki Bimari, was introduced by AEGON Religare and all leads were mapped with this promotion management tool. The response of the campaign was captured through Microsoft® Dynamics™ CRM 4.0. By this the company will able to know the impact of the promotion. In addition, all leads will be attached with the latest active campaign which will help company take monitory calls.

For More Information About Religare Technova For more information about Microsoft Religare Technova Limited is the holding Microsoft Dynamics products and services, call the Microsoft company for the IT business of a large Microsoft Dynamics is a line of integrated, Sales Information Center at (800) 426- diversified Indian transnational business adaptable business management solutions 9400. In Canada, call the Microsoft group. The Religare Technova umbrella that enables you and your people to make Canada Information Centre at (877) 568- includes Religare Technova Global business decisions with greater confidence. 2495. Customers who are deaf or hard- Solutions Ltd. (formerly Asian CERC Microsoft Dynamics works like familiar of-hearing can reach Microsoft text Information Technology Ltd and Capital Microsoft software such as Microsoft telephone (TTY/TDD) services at (800) Market Solutions Pvt. Ltd.), a global leader Office, which means less of a learning 892-5234 in the United States or (905) in providing Enterprise Software Solutions curve for your people, so they can get up 568-9641 in Canada. Outside the 50 to the Capital and Financial markets; and running quickly and focus on what’s United States and Canada, please Religare Technova IT Services Limited, most important. And because it is from contact your local Microsoft subsidiary. which provides Enterprise IT Solutions and Microsoft, it easily works with the To access information using the World Religare Technova Business Intellect Ltd., systems that your company already has Wide Web, go to: www.microsoft.com which provides Knowledge Management implemented. By automating and Solutions. streamlining financial, customer For more information about AEGON relationship, and supply chain processes, Religare products and services, 1800 Currently with over 1500 employees and Microsoft Dynamics brings together people, 209 9090 or visit the Web site at: presence in over 10 countries, Religare processes, and technologies, increasing www.aegonreligare.com Technova is poised to be a leader in the the productivity and effectiveness of your global IT space. The group entities have business, and helping you drive business For more information about Religare partnered with IT majors, Independent success. Technova products and services, write to Software Vendors (ISVs) and Internet [email protected] or visit companies to provide a broad spectrum of For more information about Microsoft the Web site at: IT services, products and solutions to their Dynamics, go to: www.religaretechnova.com customers. Religare Technova focuses on www.microsoft.com/dynamics clients in key verticals such as Banking and Financial Services, Insurance, Capital Markets and Health Sciences.

Software and Services Hardware  Microsoft Dynamics  Dell PowerEdge X86, Intel Xeon 2 GHz, − Microsoft Dynamics CRM 4.0 2 GB RAM, 300 GB HDD  Microsoft Server Portfolio Products − Windows Server 2003 Partner − Microsoft SQL Server 2005  Religare Technova Limited This case study is for informational purposes only. − Windows Terminal Server MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.

Document published January 2009