MS Dynamics CRM 4.0 Improves AEGON Religare's Biz

by Sharon Lobo    Sep 23, 2009



AEGON Religare Life Insurance Company Limited is a joint venture
between AEGON, a Netherlands-based life insurance company and Religare,
a diversified financial services group in India. The company has over
50 branches spread across the country. AEGON Religare was the first
Indian insurance company to offes policy servicing on the phone via
Interactive Voice Response (IVR) System by issuing customers a T-Pin
for authentication.

AEGON Religare’s business requirements and challenges
As
a new player in Indian insurance market, AEGON Religare needed to
target and capture significant market share. To help achieve its goal,
the company required a robust, integrated customer relationship
management (CRM) solution. Also the company had to concentrate more on
Lead Management and Case Management to make themselves different from
others.

Some of the business challenges faced by AEGON Religare were:

  • Auto assignment of Lead to Direct Agency or Tied Agency as per defined logic
  • Servicing City mapping for assignment of Lead
  • Pin Code mapping for assignment of Lead to Business Manager or Agent
  • Sending alerts to users
  • Escalation of mails of multiple Leads
  • Incorporating Non-CRM users in a case
  • Mapping Department with Assignment and escalation of the case
  • Auto assigning cases to Non-CRM user

AEGON Religare opts for Microsoft Dynamics CRM 4.0
To
accomplish its goals, AEGON Religare considered a number of options and
decided to implement Microsoft Dynamics CRM 4.0, supported by Religare
Technova, a Microsoft Certifed Gold Partner. AEGON Religare selected
Microsoft Dynamics CRM 4.0 as the application had the facility to
customize and get maximum output in terms of day-to-day data, which can
be used for MIS reports. AEGON Religare also selected Microsoft
Dynamics CRM 4.0 as the base application for Lead Management, Service
Management and Campaign Management.

The implementation of
Microsoft Dynamics CRM 4.0 by AEGON Religare commenced in September
2007 and was completed by February 2008. The solution was implemented
at the company’s office in Mumbai and access was extended across all
locations. AEGON Religare deployed the Sale, Marketing, and Service
modules. 

The two important modules that were customized by the solution were:

  • Lead
    Management System:
    This system automatically allocates the nearest
    agent for each Lead. An allocation SMS alert is dispatched to the agent
    along with the client details. The leads can be generated by Web,
    internal portal, e-mail, SMS, phone or direct walk-in.
  • Case
    Management System:
    In this system, cases automatically get assigned
    based on the reason type and severity. All case related activities are
    recorded in CRM Activities and have escalation as well. The user
    defined escalations play a significant role to follow and control the
    company process, and provide quick service to the customer. Cases can
    be raised by phone, e-Mail, Web, or internal portal.

AEGON Religare benefits from Microsoft Dynamics CRM 4.0
With
Microsoft Dynamics CRM 4.0, AEGON Religare employees are better
equipped to deliver highly personalized customer services and improve
customer satisfaction. Microsoft Dynamics CRM 4.0 allowed the company
to get a granular view of its customers, thereby helping the company to
design better products, improve service levels and reduce operational
costs significantly.

Microsoft Dynamics CRM 4.0 improved
efficiency across all branches of the company, as the solution assigned
all leads automatically and every lead is attended based on the
assignment matrix. In addition, agents get the assignment alerts along
with client information, which ensures that services of all agents
across India are properly utilized.

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 could now get in contact the company by all
possible mediums such as, direct walk-in, phone, e-mail and SMS.

Apart
from Microsoft Dynamics CRM 4.0, AEGON Religare deployed Windows Server
2003, Microsoft SQL Server 2005 and Windows Terminal Server. The
hardware used in this deployment included Dell PowerEdge X86, Intel
Xeon 2 GHz, 2 GB RAM, 300 GB HDD.