An employee benefit consulting firm servicing midsized businesses with 50 to 1,000 employees selected Microsoft Dynamics CRM to support their customer service operations. Customer service is what sets this benefits administrator apart.
They had been using a propriety system written in Microsoft Access, managing activity in Microsoft Outlook’s Saved Folders, and saving plan details to network drives. Information was not easily accessible to customer service.
They implemented Microsoft Dynamics ™ CRM Business Solution to organize information, improve customer service, and create a paperless operation. Their client information is so sensitive that upon receipt, it’s immediately scanned, shredded, and entered into the CRM system. Acting as an extension to a Human Resource staff, they handle employee questions about coverage, manage eligibility updates, assist with claims resolution, and work as a liaison between insurance carriers and their clients. With Microsoft Dynamics CRM at their fingertips, they are able to find answers with a few clicks of the mouse.
This increase in efficiency has also allowed them to offer additional services and handle larger clients without increasing staff. Other customer service benefits include:
- Made insurance companies more accountable – everything is name, time, and date stamped
- Customer service is delivered much more quickly and smoothly
- Added personalized service to prospects and clients
- Increased efficiency by making all information more accessible
- Saved thousands in Total Cost of Ownership (TCO) by avoiding costly monthly fees and add-on solutions
They could have chosen an industry specific system which handles 90 percent of their needs out of the box but instead selected Microsoft Dynamics™ CRM because they would own the system, have the flexibility to make customizations, and would not incur any monthly fees.
By: Tammy Zeoli, RSM -