How Microsoft Outlook and D365 CE (CRM) Can Improve Customer Interactions in the Insurance Industry

Posted on: February 4, 2021 | By: Josie Mah | Microsoft Dynamics CRM

In the current Insurance Industry, interacting with prospects and clients quickly and efficiently is the key to building a successful business while minimizing churn. For example, sales and customer service personnel use email or phone calls to converse with Clients during the normal course of business, whether it is to review policy choices, set appointments for policy reviews, or assist with claims information. These interactions need to be automatically associated with the corresponding client’s records at the account level, or even the policy level for future reference by all staff. To achieve and keep track of an efficient system is a difficult and time-consuming task that many agency management systems struggle with.

Here’s the good news: Insurance agencies can use Microsoft Dynamics 365 for Outlook to track email messages, contacts, tasks, and appointments. When users track any of these fields, a copy of that record is automatically saved as an activity in Dynamics 365 for Customer Engagement (CRM) and synchronized with the Outlook record. Users can then view and edit that record in Dynamics 365 for Outlook or D365 Customer Engagement. If users sync Outlook on their mobile devices, they can also access these records on that device.

How Does it Work?

If the D365 CE platform is used, a Dynamics 365 icon is added to the user’s Outlook Ribbon (shown below) without the need to install any software. Best of all, this feature also works with Outlook app on mobile devices.

From inside Outlook, users can track an email directly (shown below). If the Account or contact does not exist in CRM, which may be the case for a new prospect, users can directly add a record in CRM through Outlook.

A similar functionality is also used to track Appointments, Phone Calls, and Tasks:

 

Next steps

D365 Customer Engagement allows users to work with familiar tools to simplify day-to-day tasks and optimize collaboration with clients, prospects, and staff. If you are interested in D365 Customer Engagement, contact us today to learn about the platform and how we can help transform your insurance agency’s operations.



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