Case Study New digital workplace experience drives productivity and growth at MEMIC Avanade helps launch Agency Lifecycle Management solution

Business situation MEMIC’s growth has been particularly Agile delivery, teamwork significant in the past five years. But and technical expertise With great expansion, comes great the expansion had been hampered by complexity. That’s the mantra summing outdated, manual processes for tracking key to success up the situation faced by this private leads for both its agents and underwriters, insurance company. After branching out says Karen Johnston, Director of As MEMIC looked for a new Agency to serve thousands more customers across Underwriting Operations, MEMIC. Lifecycle Management (ALM) solution, half a dozen new regions on the Eastern it struggled to find a CRM platform that Seaboard of the United States, MEMIC “We knew it was something we had to catered to the insurance industry needs. recognized it needed more efficient, tackle,” says Johnston. “We knew this is That is, until they met Avanade. effective ways for its underwriters and where our growth would come from.” agents to serve its customers. The solution “Avanade brought to the table people that Avanade delivered – a new Agency The company lacked a centralized lead who spoke our language,” says Johnston, Lifecycle Management solution powered by tracking or submissions portal, relying on adding that Avanade’s knowledge of the Microsoft Dynamics CRM – brought order a mix of different systems across regions. insurance industry and experienced team to a disjointed jumble of legacy systems There was also little automation, and no “tipped the scales” to our partnership. and new capabilities that empower agents, digital tools in place for efficiently tracking underwriters, and managers to better serve leads through the sales cycle. Managers customers and grow the business. had limited ability to pull reports and gain insight on overall performance. Case Study “We intend to expand CRM’s reach beyond Underwriting, starting MEMIC with the new Loss Control initiative with Avanade. Ultimately, our CRM solution will provide a central repository of information on agents and policyholders, fostering common understanding across our enterprise and enhancing our customer service efforts.” – Matthew J. Holbrook, Vice President - Information Technology, MEMIC

Avanade quickly went to work to orchestrate New digital workplace “We have only scratched the surface of an ALM solution implementation based- what CRM can do,” says Johnston, pointing Microsoft Dynamics CRM—deploying a capabilities fuel growth out plans to build out the solution to new centralized, automated solution tailored to areas, such as for loss control systems, meet MEMIC’s needs. Tapping its industry With the new Agency Lifecycle Management adding mobility capabilities and deepening knowledge and delivery experience with platform, MEMIC has made a significant ties with the actual policy holders. Avanade digital sales and service solutions, Avanade step towards its vision of a more digital is currently teaming with MEMIC to developed a project plan and delivered workplace, one that drives higher employee execute against its strategic growth plans on its proposed timeline. An agile delivery engagement, productivity and better for the next year. approach enabled flexible delivery and new customer insights. releases every few weeks. Johnston explains that for the three key And the company couldn’t have been happier target areas—lead prospect management, with the professionalism, expertise and new business management and agency efficiency Avanade brought to the table. “In a submission management—the new CRM word, working with Avanade was ‘excellent,’” solution has been well received by users Johnston says. “Their project management and managers. It has brought greater discipline is the best I have ever seen. And discipline to information capture and Company overview I’ve seen a lot in the last 20 years.” tracking leads through the system, which in turn is leading to better business insights. Maine Employers’ Mutual Insurance But more importantly, the ALM solution Company (MEMIC) is a private mutual provides a change of pace for MEMIC’s A self-professed “numbers person,” insurance company that opened in January agents and underwriters. With it, the users Johnston highlights what she considers 1993. Dedicated to workplace safety, the are given a “one stop shop” to create, to be the biggest advantage to come company has carved its path as a different track and manage their leads through from the new solution: “Efficiency, just the kind of insurance company – focusing on to submission. They can now spot at a efficiency with which reports can be pulled prevention, and proving itself instrumental glance everything they need to know and the ease of access to information at all in landmark workers’ compensation about a client or prospect presented in levels has been huge,” she says. reforms. Starting in 2000, the company an easy-to-read format. And users are now launched a massive expansion initiative able to set goals and capture progress But perhaps the story isn’t over yet. MEMIC through a pair of subsidiaries companies. towards achieving them. plans on continuing its expansion, bringing Operating as The MEMIC Group, the its unique services to even more regions. company now has offices in eight states For managers, it’s a similar story. The And the Avanade CRM solution will be a along the east coast from Maine to Florida, new solution offers customizable sales keystone of that expansion strategy. with more to come. dashboards and automated reports, so they can get up to speed faster and make strategic decisions with far more confidence than ever before.

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