Better customer service in insurance thanks to CRM

25 mei 2016

Financial Services
Insurance
assuralia
cem
CRM
dynamics crm

Insurance companies have never had to process as much customer feedback as they do now. Customers are communicating more, and in many different ways. There is an app to solve every problem and opinions are enthusiastically shared on social media. Thanks to the Internet of Things and all the connected devices, customer feedback is often not even a conscious choice. To process this huge amount of data and offer all customers the service they are entitled to, an effective CRM system is essential for every industry.

From management to engagement

At our yearly Insurance Seminar in February, Frederic Pieters, Business Development Manager at RealDolmen, explained how CRM evolved from customer management to intelligent customer engagement (customer experience). Customers decide when and how they communicate with your company. They have also become more demanding, particularly in the insurance industry: “Customers who call you expect you to recognize them straight away and want you to be familiar with their family situation and policy portfolio. Only a good CRM system can give you that information in an instant.”

https://www.youtube-nocookie.com/embed/aTNzAvAnhrg

“Customer service as it should be, is knowing immediately who you are speaking to and where that person is in the purchasing cycle,” Pieters said. “Common problems may be resolved in the same way, because the cloud keeps and processes all data. Increase your customers’ engagement by approaching them from various angles.”

Tailor-made for every industry

Microsoft Dynamics CRM is taking a huge step forward in the journey towards intelligent customer engagement. The latest version can be adjusted even better to customers’ personal needs to get to know the customers better in every specific industry. RealDolmen goes one step further by adjusting CRM to various industries. One example of this is the CRM system we developed for financial advisors: Travi@ta CRM for Insurance Carriers.

Travi@ta is a CRM solution for insurance companies that has been adapted to customers’ growing demand for personal portfolio access and management. The solution is tailored to the unique processes and workflows we have come across over the years. After every project, we update the software to ensure we are always one step ahead of the latest trends and developments in this industry.

For more information about Travi@ta, our CRM solution for Insurance Carriers, follow this link.

You can also watch more video’s and download all the presentations of our insurance seminar here.

This blog post is part of a monthly series about IT in Financial Services.

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