SugarCRM in the Insurance

Enrico Maggi, Opensymbol

Italian distribution model (it’s similar to other countries)

• Agencies are linked to a specific insurance company

• Agencies are owned by independent entrepreneurs

• Rules are currently changing in order to increase competition

Scenario

• Opensymbol is the only SugarCRM Gold Partner in Italy (out of a total of 12)

• 25 employees (90% of which fully involved in SugarCRM)

• Focused in Insurance and Automotive markets

• We’re one of the 12 Partner Advisory Board members

About us

Goals

• Insurance companies want to:• Retain good customers• Turn bad customers in to good customers• Conquest new good customers• Mantain a good and loyal relationship with agencies• Increase distribution model efficency

Goals

Agencies want to:Retain customersConquest new customersGet cost savings

What’s needed: customer information

Challenges

Agents are not willing to share customer infos

A “new mentality” is required

Agents have low IT skill

Ins. Companies are usually bigwith very slow decision processes

Opportunities

Existing corporate IT solutions are: Old and user unfriendly Focused on policy, not customer Not integrated (different sw for different processes) Accessible just if you are inside the company network

Agents are becoming aware that a change is required

Opportunities

Social networks can help gathering fresh customer informations

New devices (e.g. iPad) are allowing easy access to informations while in mobility

New technologies help buildingrelationships

The solution: SugarCRM for B2B2C (or PRM)

Close the gap between corporate marketing activities and distribution network (partners)

Close the gap between customer infos gathering point (partners) and corporate marketing

Reduce the “digital divide” that prevents agents executing effective local campaign

Marketing

The solution: SugarCRM for B2B2C (or PRM)

Streamline all sales processes: Budgeting top down across the sales network Real time forecast Real time KPI All in one information system

Streamline all backoffice processes

Sales

Remember: it’s not all about software

Mr. Marco Boni (Chief Marketing, Zurich Italy) interview

Il giornale delle assicurazioni

(January, 2010)

The solution

Most of the data you can see contained in the following SugarCRM screenshots are nightly gathered from central DWH via an ETL and then properly organized and displayed for user convenience.

The solution is a perfect mix between data coming from Corporate ERP and data that are created at CRM level.

The solutionTypically the insurance company offers different software applications to address different business needs. All the data is collected together into one single datawarehouse, and that’s where we usuallly read data from

CompanyDataWarehouse

Policy quoting

Policy issue

system

Claims system

Payment system

The solution

15

One single installation on the Amazon Datacenter (UE zones)

CompanyDataWarehouse

Nightly differential data loads (Customers, Policies, Payments, Claims, Indicators)

Agency 1

Agency 2

Agency 3

Agency …

Agency n

The solution

The solution

Screenshots

Different roles, different infos: Agent view

Day by day Agency Trend

Different roles, different infos: Agent view

Agency Portfolio Overview

Different roles, different infos: Agent view

Seller’s details

Sales Force Management: the agent can overview his sellers

Different roles, different infos: seller view

Day by day Seller’s Portfoglio Trend

Different roles different infos: front office view

Expiring Policies

Calls

Appointments and meeting

To do list

Customer Profiling: 360°customer view

Customer Profiling: 360°customer viewCustomer detail view

Personal data

Insurance Information

Customer Profiling: 360°customer viewOther Information

Amministrative and Operational ManagementInsurance policy detail view

Amministrative and Operational ManagementPremiums Collection

Collection Data

Commission Data

Amministrative and Operational ManagementClaims Detail View

Claims Data

Sales ManagementOpportunity view

Funnel

Sales Management

Marketing Management

Marketing Management

Campaign List Campaign Activities

Marketing ManagementCampaign Monitoring

Agency Accounting System

Agency Accounting System

All financial record can be managed

Some records are automatically updated (coming from central data)

Agency Accounting System: Cash Flow Check

Daily check between corporate data and agency data

Agency Accounting System: Cash Registration Total per account

Easy cash record

Sales Team Commission Management Commission calculation (to help collaborators in invoicing process to the agency)

Benefits for the insurance company

Benefits for the agencies

Insurance Users

700 users 1,200 users 100 users

Europe

250 users 20 users 1,350 usersgeplant