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© 2010 Accenture & Avanade. All Rights Reserved.© 2010 Accenture & Avanade. All Rights Reserved.

CRM for Insurance

Sales Deck

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Target Audience: Client prospects

Usage Guidelines:

•  As part of the Accenture, Avanade, and Microsoft alliance, CRM for Insurance is

one of several ―Microsoft Dynamics CRM‖ campaign areas to support our go-to-

market strategy.

• This sales deck is intended to be used to facilitate discussions with a client and

to answer client questions regarding the CRM for Insurance solution.

• It is designed to be used for both client discussions and for RFI/RFP responses.

Supporting notes are also provided for your reference.

• For more information please contact one of our regional sales leads or go to

http://dynamicsCRM.accenture.com:Avanade

Brian Boardman, North America

Edwin Jongsma, Europe

Charlie Wood, APAC

Accenture

Kelly Stratman, North America

David Jones, UKI, Nordics and ASG

Jorge Molina, SPAI, Gallia

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Powerful solutions delivering sustainable results.CRM for Insurance

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© 2010 Accenture & Avanade. All Rights Reserved.© 2010 Accenture & Avanade. All Rights Reserved.

What challenges do you face in your 

agency network?

• Costs of sales too high

• Overall sales effectiveness too low

• Customers harder to acquire and retain

•  Aging workforce, loss of skills that are tough to replace

• Difficulty identifying market trends to balance product risk

•  Agent and carrier systems not integrated resulting in fragmented view of 

the customer 

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Lack of integration is #1 barrier to achieving

major performance gains

Symptoms of limited integration:• Slow and costly systems and processes

• Multiple logins

• Manual intervention and phone calls

• Lack of customer insight• Underperformance and frustration among reps and agents

Lack of integration leads to:

• Poor sales performance• Low retention of staff and customers

• High costs

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In contrast, CRM for Insurance drives… 

• Deeper insight into performance of sales efforts via efficient CRMdashboards

• Proven sales workflow, enabling agents and carriers to turn insight into

action—and action into sales

• At-a-glance managerial insight across lines of business

• Single unified view of household, maximizing cross-selling and

relationship building

• Improved experience and sales performance, boosting retention of 

representatives and agents, and improved customer satisfaction –all at

lower cost

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CRM for Insurance enables insurance carriers and their field agents/brokers

to manage sales activity and consolidate information from multiple systems

in one easy-to-use, familiar Microsoft-based system.

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How does CRM for Insurance deliver all this?

By resolving the challenges described earlier.

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Challenges Solutions

Costs of sales too high — and overall

sales effectiveness too low 

Sales process automation -- from start to

finish -- reduces costs and boosts results 

Customers harder to acquire and retain Higher-quality customer experiencemakes it easer to keep and win

customers 

 Aging workforce, loss of skills that are

tough to replace

Greater job satisfaction helps retain staff 

and attract better-quality recruits

Difficulty identifying market trends to

balance product risk

 Accurate and current business

intelligence paves way for wiser product-

risk decisions 

 Agent and carrier systems not integrated

…

Integrated data workflow strengthens

link between agents and carriers …

…resulting a fragmented view of the

customer  

… providing complete and consistent

customer information at all touch points. 

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Built on proven Microsoft Dynamics

CRM platform

• Familiar, easy-to-useMicrosoft Outlook or browser 

interface

• Integrates with other 

Microsoft tools to boost value

delivered• Faster to deploy than

traditional enterprise

solutions

• Services-oriented platform

built on .NET• Configure to meet the

specific needs of your 

organization

• Lower total cost of ownership

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Agent Client Review

Repeatable salesprocess enables agents

to create a consistentclient experience anddeeper trust. 

Claims Processing

Turn servicing functionsinto opportunities for 

cross-sell/up-sell. 

Campaign

Identify policies beforethey are up for renewal,and create anappointment for asimple Financial Review

Campaign. 

Business Intelligence

Real-time salesinformation enables better sales planning anddevelopment of productswith greatest market

potential, whilesimultaneouslyminimizing risk.

Achieve greater results with a well integrated

customer data lifecycle

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Realize the benefits for every group in the

insurance value chain

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Carriers• Improved customer retention and profitability at lower cost.

• Greater mindshare and market share from agents. 

Agents

• One place for client, claims, product, policy and sales data.

• Easier identification of opportunities for up-sell and cross-sell.

Customers

• Improved agent care encourages purchase of additional products.

• Consistent information and experience at call center and agent

improves satisfaction with carrier.

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Delivered with the ‘Power of 3’ alliance:

A combined strength in the marketplace

Accenture 

Industry experience, expertise and knowledge of 

Microsoft technologies and mission-critical solutions

to meet insurers’ business requirements 

Avanade 

Deep technology integration experience with

Microsoft platform and development tools, market-

leading SaaS and cloud vision and technologies,

and proven delivery capability

Microsoft 

Ubiquitous software experience

 Accenture and Avanade

recognized as

Microsoft Global

Enterprise Partner 

of the Year for 

2001, 2004, 2006,

2008, 2009 and

2010

 Avanade named

2010 Microsoft

Dynamics CRM

Solution Partner of 

the Year 

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Accenture:

Part of the fabric of the insurance industry

• Serving 34 of the top 40 insurers worldwide, and 3 of the top 5

• More than 100 insurers use Accenture software solutions

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Case studies in action

•  A major life and investment institution wanted to improve its controland insight over sales, marketing and customer service. Accenture

delivered by implementing Dynamics CRM supported by BizTalk Server,

enabling integration with existing systems and flexibility to incorporate

future non-Microsoft investments.

•  A market-leading insurer aimed to improve its operational CRM bystandardizing and integrating marketing processes and campaigns

across multiple channels, while maintaining real-time tracking of client

concerns. Accenture implemented a Dynamics CRM solution that

enabled integration with legacy Alnova systems and emphasized lowest

total cost of ownership.• This substantial player in pensions, life and health insurance,

banking and asset management recognized a pressing need to

become a more customer-driven organization. Accenture assisted the

client achieved by implementing a platform based on Dynamics CRM,

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Summary:

Why Choose CRM for Insurance?

• Designed to increase sales, enhance customer satisfaction and improveemployee retention

• Cost-effective solution integrates carriers with field brokers and agents

throughout the insurance lifecycle

• Easy to use and Microsoft-based• Enables flexibility in deployment – in the cloud or on-premise – enabling

changes at any time

• Includes Productivity Platform which incorporates best practices and

rapid development techniques to speed implementations and deliver 

results faster to your organization

•  Accenture, Avanade, and Microsoft alliance: An unparalleled

combination of deep experience and proprietary assets to rapidly

understand clients’ needs and deliver a world-class solution

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