AEGON Religare Life Insurance Company Limited is a joint venture between AEGON, a Netherlands-based life insurance company and Religare, a diversified financial services group in India. The company has over 50 branches spread across the country. AEGON Religare was the first Indian insurance company to offes policy servicing on the phone via Interactive Voice Response (IVR) System by issuing customers a T-Pin for authentication.
AEGON Religare's business requirements and challenges
As a new player in Indian insurance market, AEGON Religare needed to target and capture significant market share. To help achieve its goal, the company required a robust, integrated customer relationship management (CRM) solution. Also the company had to concentrate more on Lead Management and Case Management to make themselves different from others.
Some of the business challenges faced by AEGON Religare were:
- Auto assignment of Lead to Direct Agency or Tied Agency as per defined logic
- Servicing City mapping for assignment of Lead
- Pin Code mapping for assignment of Lead to Business Manager or Agent
- Sending alerts to users
- Escalation of mails of multiple Leads
- Incorporating Non-CRM users in a case
- Mapping Department with Assignment and escalation of the case
- Auto assigning cases to Non-CRM user
AEGON Religare opts for Microsoft Dynamics CRM 4.0
To accomplish its goals, AEGON Religare considered a number of options and decided to implement Microsoft Dynamics CRM 4.0, supported by Religare Technova, a Microsoft Certifed Gold Partner. AEGON Religare selected Microsoft Dynamics CRM 4.0 as the application had the facility to customize and get maximum output in terms of day-to-day data, which can be used for MIS reports. AEGON Religare also selected Microsoft Dynamics CRM 4.0 as the base application for Lead Management, Service Management and Campaign Management.
The implementation of Microsoft Dynamics CRM 4.0 by AEGON Religare commenced in September 2007 and was completed by February 2008. The solution was implemented at the company's office in Mumbai and access was extended across all locations. AEGON Religare deployed the Sale, Marketing, and Service modules.
The two important modules that were customized by the solution were:
- Lead Management System: This system automatically allocates the nearest agent for each Lead. An allocation SMS alert is dispatched to the agent along with the client details. The leads can be generated by Web, internal portal, e-mail, SMS, phone or direct walk-in.
- Case Management System: In this system, cases automatically get assigned based on the reason type and severity. All case related activities are recorded in CRM Activities and have escalation as well. The user defined escalations play a significant role to follow and control the company process, and provide quick service to the customer. Cases can be raised by phone, e-Mail, Web, or internal portal.
AEGON Religare benefits from Microsoft Dynamics CRM 4.0
With Microsoft Dynamics CRM 4.0, AEGON Religare employees are better equipped to deliver highly personalized customer services and improve customer satisfaction. Microsoft Dynamics CRM 4.0 allowed the company to get a granular view of its customers, thereby helping the company to design better products, improve service levels and reduce operational costs significantly.
Microsoft Dynamics CRM 4.0 improved efficiency across all branches of the company, as the solution assigned all leads automatically and every lead is attended based on the assignment matrix. In addition, agents get the assignment alerts along with client information, which ensures that services of all agents across India are properly utilized.
With a combination of easy-to-use customer interfaces and robust functionality, Microsoft Dynamics CRM 4.0 delivers quick and easy access to customer information. Clients could now get in contact the company by all possible mediums such as, direct walk-in, phone, e-mail and SMS.
Apart from Microsoft Dynamics CRM 4.0, AEGON Religare deployed Windows Server 2003, Microsoft SQL Server 2005 and Windows Terminal Server. The hardware used in this deployment included Dell PowerEdge X86, Intel Xeon 2 GHz, 2 GB RAM, 300 GB HDD.
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