Insurance Outsourcing Managers (IOM), an independent financial services provider to the short-term insurance industry, has selected Microsoft CRM to provide a single point of contact for all customer-related information and to improve workflow throughout its sales process.
The solution will be implemented by Microsoft Gold Certified partner, IS Partners, and will further streamline customer interactions across IOM`s various product offerings.
The company previously relied on worksheets to report on customer and broker interactions, with each staff member using their own system. In order to further improve its customer satisfaction levels, IOM realised the importance of managing these interactions on a centralised, more efficient basis to improve communication with customers. Microsoft CRM offered the necessary workflow capabilities to ensure this strategy is realised.
"Microsoft CRM will deliver all the functionality we require to obtain an accurate view of customer-related activities. The system also integrates seamlessly into our existing Microsoft infrastructure, with little impact on staff training as information can be viewed in the familiar Outlook environment," says Ian du Toit, Director responsible for Sales and Marketing of IOM.
The Sales Force Automation (SFA) functionality within Microsoft CRM was another draw card, Du Toit adds. The system will manage IOM`s entire sales process, from lead generation and qualification through to deal closure. Extremely important to our industry, it will also facilitate monitoring and management of various risk and regulatory compliance issues, including FAIS, FICA and the National Credit Act.
"Greater operational efficiencies will ensure improved customer service delivery, easier management of our sales activities and the ability to cross-pollinate opportunities across the group. We believe Microsoft CRM can deliver the necessary workflow capabilities throughout the company to achieve this objective," says Du Toit.
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