Using Microsoft Dynamics CE (CRM) for Insurance Agency Management

Posted on: October 20, 2020 | By: Guy Logan | Microsoft Dynamics CRM

Over the past several years, insurance agencies big and small have switched to Microsoft Customer Engagement (CRM) for managing their daily activities. In the past, these tasks might have been performed using an Agency Management platform software package, but many users have since realized that such packages were too rigid in their customizations. As a result, owners began to look for alternate platforms that allowed for full customization, included familiar business tools, and offered an easily accessible cloud-hosted system with impeccable security.

Over the years, Logan Consulting has worked with many insurance agencies and related businesses to convert from an outdated “Agency Management” software to Microsoft Customer Engagement. Today, we have several clients who run their entire business using a Microsoft CRM system customized to their exact needs with flexibility to handle new growth opportunities and industry changes.

For insurance agency management, Microsoft CE (CRM) works in three primary areas:

Sales

  1. Tracking customer activities directly to their Accounts/Policies. Microsoft CE is especially adept at allowing activity tracking directly from Outlook — no cutting and pasting of emails, phone calls, letters, and appointments.
  2. Tracking activities with Insurance Carriers regarding policies and related information.
  3. Scheduling appointments for Sales visits and tracking results in near real time-from enrollment application to policy activation.
  4. Keeping client data at users’ fingertips using their phone or tablet while away from the office.
  5. Policy details. Microsoft CE can track effective dates, renewals, terminations, and premium amounts.
  6. Policy Commission Tracking and reconciliations. Microsoft CE helps you ensure that you are collecting proper commissions with maximum efficiency and minimal staffing impact.
  7. Flexible Reporting. Custom views and Queries as needed can be created by any user.
  8. Ability to use Microsoft Power BI (Business Intelligence) for creating powerful visual dashboards.
  9. Tracking Sales Agent productivity and sales efficiency.
  10. Quickly add new business lines and policy types without extensive customizations. Grow your business!

Customer Service

  1. Tracking policyholder calls regarding claims or simple help questions.
  2. Quick access to all customer information in one system. Policies, Claims, Customer Inquiries, and communication activities are easily accessible within the platform.
  3. Managing Knowledge articles at the CS agent’s fingertips to assist with quick issue resolution.
  4. Understanding customer call types and volume to maximize staffing efficiency. Microsoft CE allows you to handle larger volumes of calls with minimal increase in staffing.
  5. Creating a Customer Portal for initiating inquiries and self-service on policy information.

Marketing

  1. Create customer journeys. Generate emails, view who opens them and when, and trigger additional actions based on these results.
  2. Create mailing campaigns directly from your customer data and easily upload campaigns to printing/mailing facilities. Associate mail generated inquiries directly back to customers, maximize your targeting, and minimize mail spend.
  3. Quickly generate Open Enrollment notices to generate maximum renewals.
  4. Schedule events for client interactions. Schedule onsite or remote event sessions for customer outreach, new product discussions, and how-to sessions.

Want to explore further?

Replace your old ways of doing business with a modern, secure, and customizable system that already works with the Microsoft Office tools that your team is familiar with (Teams, Outlook, Excel, and Word). Choose Microsoft Dynamics 365 for managing Sales and Customer Service interactions and Marketing Outreach programs.

Logan Consulting, your Chicago-based consulting firm, has helped clients across the nation find their full potential every day. Stop losing revenue opportunities and start managing your company efficiently. Talk to us and watch your digital transformation begin.