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endsleigh insurance. one solution across our business. our business. insurance intermediary over 60 insurance partners established 1965 head office in cheltenham large sales operations centres in cheltenham, burnley and northern ireland

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endsleigh insurance

endsleigh insurance

one solution across our business

our business
our business
  • insurance intermediary
    • over 60 insurance partners
  • established 1965
  • head office in cheltenham
  • large sales operations centres in cheltenham, burnley and northern ireland
  • 30 relationship managers working from remote locations
  • 1100+ employees
  • dynamic internet presence
business portfolio
business portfolio

car

home

student

travel

bike

landlords

renter

pet

caravan

musical

breakdown

mortgage

life

pension

credit card

savings

investments

loans

large business

small business

charity

sports

commercial

university

our technology
our technology
  • microsoft based infrastructure
    • active directory
    • outlook / exchange
    • sharepoint
    • office
    • MS dynamics GP
    • MS office communications server 2007
    • .NET development platform
  • large legacy system based on ibm iSeries
  • bt voice over ip integrated national telephony network
our issues
our issues
  • management of a complex and disparate group of entities
    • business to business prospects
    • partnership management

two areas, same issues

  • allowing our 30 relationship managers and business development executives to work seamlessly within our systems from any remote location
our issues8
ourissues
  • manual processes which were error prone
  • administration and labour intensive
  • data and information not open
  • mixed communication channels
  • agents and partners work in different ways
    • different contractual arrangements
    • different systems to interface to
  • central knowledge management
our requirement
our requirement
  • ‘out of the box’ solution
    • weren’t looking for a large development
  • multi-company
  • fsa compliance
  • multi-platform integration
  • support ‘light’
  • scaleable (and cost effective to scale !)
  • easily trained
  • lever benefit from existing technology (eg great plains)
  • demonstrable roi potential
our solution what
our solution – what?
  • microsoft dynamics crm solution
  • integrated with MS dynamics,GP
  • integrated with iseries data
our solution why
our solution – why?
  • a platform we understand
  • easily integrated
    • backend data
    • front-end applications (eg dynamics GP)
  • easily trained
    • familiar user interface
    • consistent approach
  • we are able to ‘start small’
  • low cost of entry
  • not resource intensive
    • existing hardware and network infrastructure
  • future potential and direction of the product
our solution how
our solution – how?
  • developed in partnership with ciber uk
    • didn’t want in-house development but were looking to not be tied to a partner for support
  • 4 day initial fact find process with partner
  • 12 week development and implementation cycle with low impact on endsleigh development staff
    • design and creation of data mart to allow multi-platform data accessibility
    • integration of data with great plains
    • report creation and distribution mechanism
  • 2 days training for users
  • 1 day training for support staff
    • handover of all support functions
our solution the pain
our solution – the pain
  • managing change in business
  • technical understanding
  • manage partners expectations
  • generally pain free
our solution where are we now
our solution – where are we now ?
  • Upgraded to CRM 4.0
  • Commission payments now fully automated
  • CRM integration with MS Dynamics, gp complete and operational
  • All relationship managers are able to access CRM remotely
what benefits have we achieved
what benefits have we achieved
  • the automation of our payment process has made for a more secure system
  • the automation of commission payments has improved the efficiency with front line sales staff
  • the automation of our payment process has boosted partnership business because of the confidence in our systems
what benefits have we achieved16
what benefits have we achieved
  • MS dynamics CRM means that we now have a single source of information for customer activity
  • therefore the business can react more quickly to market change
  • MS office communications server integration with exchange diary allows us to view the whereabouts of our remote workers
what benefits have we achieved17
what benefits have we achieved
  • MS dynamics CRM v4 has provided us with workflow that is imperative to the way that we carry out business in our new model
  • MS dynamics CRM v4 allows us to run different instances of CRM for one server and one database
futures
futures
  • Microsoft is the Endsleigh corporate standard
  • Microcoft dynamics CRM to be applied to : complaints;

SLAs and contracts

  • extend the use of CRM into other areas of the business which have different CRM requirements