Enterprise CRM system helped insurance company automate processes and accelerate claims processing by 29%

Case study

Enterprise CRM system helped insurance company automate processes and accelerate claims processing by 29%

UST helped insurance company implement a centralized CRM system to become a digital enterprise, integrating branch offices, call centers, online portals, and data sources. The company automated and optimized processes, cutting claims processing by 29%.

OUR CLIENT

As one of the largest life insurance companies in the Middle East, our client serves over 10 million policyholders through a distribution network of several hundred offices and approximately 50,000 insurance advisors.

THE CHALLENGE

Create a digital enterprise with a centralized technology platform

With more than 800 branch offices and two call centers, our client wanted to consolidate its facilities and online portals on a single enterprise platform. It wanted to manage processes and communications centrally and create personalized, digital customer experiences. The enterprise platform needed to scale to handle approximately 25 million transactions and 200,000 queries monthly queries from 10 million policyholders.

THE TRANSFORMATION

End-to-end CRM system helped insurance company become a robust digital enterprise

In a highly coordinated project, the UST systems integration (SI) team implemented a comprehensive CRM solution and migrated the company's entire service operation to the new Microsoft Dynamics CRM platform The SI team also integrated the company’s customer, claims, agent portals agent portals, and operational data store. To help manage business operations, the project team integrated the CRM solution with the customer’s Life/Asia platform, a life insurance administration system. The company streamlined the customer grievance process by connecting the enterprise platform with the Integrated Grievance Management System, part of the Insurance Regulatory and Development Authority of India, and ensured compliance with grievance-related regulations. Once the enterprise CRM platform was in place, the SI project team helped onboard 3,200 users, including employees in branch offices and the two call centers as well as the central processing team.

THE IMPACT

Centralized CRM data and systems cut claim processing cycles by nearly 30%

With the new enterprise CRM system, the insurance company has shaved two days off of claim processing time frames - from seven to five days, a 29% improvement. The new digital platform also helped the insurance company:

RESOURCES

https://www.ust.com/en/microsoft-dynamics-365

https://www.ust.com/en/industries/financial-services