Case Study / American Specialty Health
CRM Installation and Upgrade
A division in a large insurance company had implemented a Microsoft Dynamics CRM 4.0 application that met with poor adoption. Specific challenges included: Each account manager was using their own “system” in performing their work, and in many cases it was primarily a manual system. In order for account managers to back up one another, each needed to learn the other’s “system”.There was minimal ability to report on data because nothing was centralized.Communications were hindered, status reporting was difficult, and the entire process was inefficient and error prone.Training time for a new Account Manager was estimated to be up to 1 year.The company had several installations of CRM 4.0 residing on different servers, which resulted in an inability to share information across divisions.
The solution was built on the Microsoft CRM 2011 Platform and was designed to host all the CRM applications on a merged platform. New hardware and high availability architecture was provided to increase and ensure performance and reliability.
A custom-tailored CRM solution was designed and created reflecting business processes and terminology at its core. Focus areas were created including role-specific dashboards which centralized the user’s daily work into one interface giving them access to their active projects, back up projects, and reports. Other features included customized reporting, master work plans, automated (implicit) status reporting, and escalation capabilities.
This comprehensive solution fulfilled the original vision to create an application that reduced unnecessary “noise” obscuring their work, create an application that “speaks the language” of their business, and had a significant positive impact on their day to day.
The benefits are numerous and include:Greater efficiency through the provision of a tailored application designed and built to support their actual business, enhancing their communications, eliminating status reporting, and more.Reduced training time by providing a simplified process and a consistent platform for all account managers.Enhanced information sharing enabled through the merging of departments formerly on separate CRM installations.Provision of CRM/SharePoint integration enabling CRM users to leverage the considerable document handling capabilities of SharePoint without leaving CRM.A variety of reports were designed and created providing consistent data on demand. These reports can be exported and uploaded to SharePoint for publication to outside groups.Manual status reporting was eliminated by providing an ability to simply flag items to be surfaced to management saving much time and frustration.The merged platform enables collaboration and information sharing between all divisions of the company.