IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
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Insurance Industry CRM Implementation



One of the largest insurance providers in the United States with distinct business lines, including Life and Property & Casualty insurance.



This client wanted to create a single customer-facing database and applications suite to provide a customer-centric view across all business lines. It had numerous call centers and many applications supporting its large customer base. Volume projections were identified as the critical risk factor in this implementation. The more than 3,000 customer service agents for all lines of business handled peak call volumes of nearly 50,000 calls per day.

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Within a year the client was able to combine its divergent customer data in a united database. All three of the initial lines of business are in production status, allowing these call centers to standardize common case management and workflow to improve productivity and flexibility in work assignments. Call center representatives were able to review prior call information at the click of a mouse, supporting improved customer satisfaction.

  • Performed project planning to develop a phased implementation plan focused on infrastructure & other shared elements first

     

  • Developed an overall scaling and performance architecture

     

  • IHS development team members assigned to each business line project defined specific requirements & specifications and identified commonality

     

  • Worked with business representatives to establish a consistent meaning across all business unit applications for basic data elements, such as contact, site, interaction, case, service request and activity

     

  • Mapped these business processes & objects to the CRM product's capabilities for implementation of a framework able to support all business units consistently

     

  • Individual business unit sub-projects developed their specific detailed processes and data elements

     

  • Implemented each business unit, rolling out in phases where the size of the group or other requirements dictated that approach