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CLIENT CASE STUDY


Get old sales platforms off the ground by moving to the cloud

Multinational insurance enterprise receives cloud-based solution to replace legacy CRM

Overview

A multinational insurer enlisted Accenture’s help to implement cloud services that would improve the insurance enterprise’s legacy customer relationship (CRM) system. Accenture deployed a Salesforce.com cloud-based solution to 1,200 users in a 10-week timeframe.
"With Accenture’s support, a multinational insurer was able to achieve three of its strategic goals: improving the customer/broker experience, improving employee engagement and achieving greater operational efficiency."

Solution

Accenture provided a single view of broker and customer transactions and interactions, as well as implemented case and workflow management for dealing with new and existing business inquiries. In addition, Accenture improved opportunity management and:

  • Automated the renewal process.

  • Provided operational reports and dashboards for key sales and service metrics.

  • Developed two automated batch interfaces to retrieve broker and policy data from existing legacy applications.

Migrated data and removed duplicates from 600,000 records from four legacy applications.

Results

The solution was deployed to approximately 1,200 users across 12 sites in the United Kingdom and India during a 10-week timeframe. With Accenture’s support, the company was able to achieve three of its strategic goals: improving the customer/broker experience, improving employee engagement and achieving greater operational efficiency.

The key success factors included speed-to-market and sales process discipline for:

  • Salesforce.com application development

  • Integration development

  • Data migration

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