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Crm4insurance seminar2016 05-agency-servicemgmt -aginsurance

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Customer testimonial: Agency Service Management at AG Insurance
AG Insurance explains how they replaced an existing todo management system by a new implementation using MS Dynamics CRM, improving the user experience and reporting capabilities, while maintaining the existing integrations with the back-end systems.

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Crm4insurance seminar2016 05-agency-servicemgmt -aginsurance

  1. 1. | 1 | 23/02/2016 || 1 | 23/02/2016 | AG Insurance Agency Service Management
  2. 2. | 2 | 23/02/2016 | Our Customer Base We insure 3.5 million private individuals and 240,000 companies. Nearly 50% of all households have a policy with us
  3. 3. | 3 | 23/02/2016 | 21.6% Our total Market Share Bron: Assuralia, statistieken 2014 Other
  4. 4. | 4 | 23/02/2016 | 27.7 % Our Life Market Share (2014) Other excl. 1st pillar source: BGAAP annual reports, 2014 (based on AUM)
  5. 5. | 5 | 23/02/2016 | Assets under Management LIFE 56.3 billion source: AG Insurance (in EUR millions) 41 500 43 000 46 500 46 800 51 800 50 320 6 700 6 000 6 000 6 400 5 800 6 020 2010 2011 2012 2013 2014 2015 branch 21 branch 23
  6. 6. | 6 | 23/02/2016 | 4,000 independent brokers 306 Fintro agents Bank insurance via 789 BNP Paribas Fortis branches 6 Bank van Breda branches 670 bpost bank branches B2B with large corporate accounts, consultants and international networks (Employee Benefits) Integrated Multi-Channel Distribution (bank insurance, brokers and B2B)
  7. 7. | 7 | 23/02/2016 | Experts in each of our areas of activity A Staff of More than 4,400 Support services  Life  Non-Life  Employee Benefits  HR & Communication  IT  Audit  Risk  Facility  …
  8. 8. | 8 | 23/02/2016 | Agency Service Management Life Insurance Bank Channel • 3M contracts • 1M contract modifications per year • Phone • Email • Letter • 300 employees
  9. 9. | 9 | 23/02/2016 | Initial situation Previous Solution • High IT cost for business evolutions • Non-standard development platform • Performance issues • Limited community • Mismatch between platform and requirements
  10. 10. | 10 | 23/02/2016 | System Requirements Project Drivers Organizational Requirements  Efficient and stable  Strong reporting capabilities  Functionally expandable  Paperless  Work@Home  Workload follow-up
  11. 11. | 11 | 23/02/2016 | Solution overview Life Todo Management Back-end Systems Batch Todogeneration Todogeneration Biztalk Queue DWH Reporting TodoCreation TodoMgt Populate
  12. 12. | 12 | 23/02/2016 | Life Todo Management Solution overview Back-end Systems Batch Todogeneration Todogeneration Biztalk Queue DWH Reporting Dashboarding TodoCreation TodoMgt Populate
  13. 13. | 13 | 23/02/2016 | Success Factors Project Management Results  Detailed requirements analysis  Iterative design approach (3 sprints)  Direct business implication  Follow package philosophy  On time  Below budget (~10%)  High user satisfaction
  14. 14. | 14 | 23/02/2016 | Business Impression  Better performance and system stability  Search criteria more conform to business requirements • Multi-criteria, with exclusion of certain values • Search on date • Predefined selections + possibility to combine classic filters with graphical filters  History  Segmentation of Business parameter maintenance • « Business » Parameters maintained by Business (not IT)  Integrated reporting  Ease of screen modification to add new items
  15. 15. | 15 | 23/02/2016 | Gradual Roll-Out 0 20000 40000 60000 80000 100000 120000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep ToDo Created per month
  16. 16. | 17 | 23/02/2016 | Dashboard
  17. 17. | 18 | 23/02/2016 | Future Projects on the Horizon  Case management  Integration with document archival system  Integration with telephony system
  18. 18. | 19 | 23/02/2016 | MS Dynamics CRM @ AG Insurance Other Initiatives  ToDo/Case management for other Businesses  Sales Management  Sales network activity Management  …
  19. 19. | 20 | 23/02/2016 | Supporters of your Life
  20. 20. | 21 | 23/02/2016 |

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