CRM for the insurance industry

End-to-end Insurance cloud CRM solution for sales, marketing and customer care activities.

Access customer details through a single, 360° customer view and adapt the view for your marketing, sales, and customer service departments with Microsoft Dynamics 365 CRM in the Cloud specialised for the Insurance Industry.

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Connect marketing, sales, customer service, and digital insurer effectively

  • Track customer activities at all touch points with a 360° customer view 
  • Manage, control, and measure KPIs for sales, marketing, and customer service
  • Cost management control - reduce operational costs and optimise resources
  • Customer retention control – keep your customers happy
  • Tailor-made data models and processes designed for Insurance companies
  • Microsoft Security services from a cloud you can trust 
  • Mobile solution allows you to work from anywhere - anytime
  • Applicable to different business models (on premises, cloud, hosting)
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How and Why Insurance companies can Digitalize the Claims Customer Journey

Customers want a quick, hassle-free claim filing and approval system that can be available on their phone anywhere and anytime.

Get access to the 6-min Digital Claim Customer Journey educational demo video, where you will discover how simple it is to implement a digital claim customer experience with the BE-terna Insurance CRM solution!
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Take only what you need

Modular solution

360° CUSTOMER VIEW

Customer service

Sales

Marketing

Communication

GDPR

Integrate and scale

360° Customer view

A complete customer overview streamlined from different data sources into one digital profile helps your sales, marketing, and customer service departments to get to know your customers better, and provide a personalised approach in every interaction.

  • All customer data in one place: Up to date data available in one place, ranging from personal information, visually presented contact preferences, KPIs, and product portfolio, to purchase behaviour, history of marketing activities, communication, requests, consents, or any other complex data structures from internal or external data sources (ERP, Webpages, social networks).
  • Covers any type of customer profile: Complete support for B2C and B2B customers, in a dedicated Customer 360° view, helps you have a clear and comprehensive overview of any selected customer level.
  • Signal notifications engine: A central overview of real-time visual alerts to inform insurance agents about customer productivity, churn scores, customer data updates, and other events, based on which the most appropriate action can be taken. The configurable engine enables flexibility in implementing a wide range of different signal notifications that meet the business needs of the Insurance organisation.
  • Business insights: Placing real-time visual business insights in the Customer 360º View ensures that Insurance agents are always aware and up-to-date with key customer figures such as the number of policies, total policies premium, the total number of claims, and total paid claim amount.
  • Customer data validation: Keep your customer database clean by maintaining valid and acceptable formats of emails, phone numbers, personal numbers, registration numbers, and date fields.
  • Fraud detection: Promptly identify fraudulent customers based on external blacklists, and take corrective measures through a guided customer verification process. 

Customer service

Optimise and automate customer service, sales, and marketing processes and increase employee productivity and efficiency to enhance customer retention and satisfaction.

  • Digital claims customer journey: Automatically record the FNOL via intelligent self-assisted chatbots, and provide transparent and rapid feedback about the status of claims on customers’ preferred communication channels.
  • Guided customer service processes: Service professionals with any level of experience can quickly progress any customer request such as complaints, inquiries, or questions while using the interactive, step-by-step guided, innovative customer service process for the claim or complaint, which is integrated with a knowledge base and highly customisable case classification and routing rules. Streamline all requests from different channels, platforms, and applications, into one application, then resolve them promptly and measure customer satisfaction.
  • Collection management: Boost company liquidity and collection department productivity thanks to the automated, guided collection management process, which provides timely notifications about overdue customers, new payment plans, predefined actions and templates, and past-due notices.
  • Automated approvals: Allow managers to approve claims and complaints directly in Outlook quickly, in a configurable approval card, without needing to log into the application.
  • Service-level agreement (SLA): Meet customer and regulatory requirements with configurable SLA definitions and status reports based on internal customer service policies, industry regulator requirements, and have proactive control of your customer satisfaction ratio.
  • Internal knowledge base: Ensure that your employees know how every business process needs to be completed, which documents the customer has to provide, what these documents look like, where they can be found, what data needs to be included, etc.
  • Interactive dashboards: Empower employees' experience via real-time, user role interactive dashboards, which enable them to track their daily tasks, overdue activities, and high priority requests. Enhance process monitoring and improve quality decision-making based on real-time interactive dashboards dedicated to process owners, enabling them to gain insight into process efficiency and bottlenecks.

Sales

Drive every interaction, process, and decision towards successful sales.

  • Policy Quotation and Renewal: Sales professionals with any level of experience can quickly progress from initial contact to a signed contract while using the interactive step-by-step guided sales process, with automated notifications and actions based on customer data or internal business rules. Generate new sales opportunities via automatic policy renewal reminders for the sales department and customers.
  • Offers based on customer behaviour: Track your customers’ key life events and recognise new sales opportunities by utilising the configurable ‘Next-best-offer’ engine. Boost up-selling and cross-selling by offering the products that best suit each customer's needs, based on customer behaviour, segmentation, or any other parameter. Listen to customer needs and put certain offers on hold, for a specific period of time, based on the customer response. 
  • Increase sales team performance: Take care of your sales professionals with integrated performance and goal metrics to increase their productivity, satisfaction, and motivation. Efficiently manage their workload, see how many activities each of your professionals or a team has carried out, and redistribute the activities based on their capacities. 

Marketing

  • Customer segmentation: Divide customers into groups based on common characteristics and target each group effectively and appropriately. Segmentation can be created based on any kind of data that you are collecting about your customers, such as industry sector, size of company, demographics, location, title, or based on your interaction touchpoints or purchase behaviours.
  • Put your marketing campaigns on auto-pilot: Create automated targeted campaigns based on the specific types of events, customer behaviours, or triggers on their journey, and convert them into loyal customers. Provide the right content at the right time, in the proper context of interest for your prospective and existing customers.
  • Lead scoring: Prioritise time and budgets on quality leads with a scoring model based on lead engagement. Empower your sales team to get information about potential customers who are most likely to result in a closed deal. 
  • Share information across teams: Securely share information about leads and contacts across your business and understand how every interaction affects your results. Connect sales and marketing processes to automate follow-ups and track the progress of every lead.

Communication

Store all customer communication in one single database. Increase customer satisfaction and engagement through traditional and modern communication channels by providing them with an omnichannel experience and agent-assisted service during every interaction.

  • Email channel: Synchronise your Outlook mailboxes with the Insurance CRM and automatically track emails and appointments in Outlook to the Insurance CRM app, and associate them with the appropriate records. Enable your employees with the Dynamics 365 App for Outlook, so your team can experience Insurance CRM app in the context of customer communication in Outlook. 
  • Contact centre: Integrate Insurance CRM with any softphone provider and record all phone calls as activities in CRM. Enable the BE-terna Call Centre mask to identify existing customers based on phone numbers, and display dedicated Client 360 forms for more personalised communication during phone calls. Record any customer request or write down a note directly in the Call-Centre Mask, and track recorded data on the Customer 360 form.
  • Digital channels: Streamline all digital engagement channels that enable your agents to connect with customers in real-time and provide quick, personalised assistance. Provide an advanced, digital experience for your customers by integrating digital and social media channels such as SMS, Viber, WhatsApp, Line, Messenger, Twitter, Chat, Websites. 
  • Self-service customer portal: Enhance customers' experience and reduce customer service costs via the self-service portal with 24/7 access to services. Enable your customers to submit FNOL, complaint, or any other requests directly on the portal without a need to make a phone call, send an email, or go to the branch office. Let your customers inform themselves about insurance topics via a comprehensive knowledge base and forums. Empower the customers with transparent, real-time insight into the current status of their requests and allow them to update their requests and submit documentation.
  • Intelligent chatbot agents: Provide real-time 24/7 customer and partner support by leveraging the power of A.I. to gain efficiency through intelligent conversational agents. With chatbots, policyholders can get better, easier, and faster service (ask for the nearest branch office, report a FNOL, check claim status, renew a policy) without waiting on the phone or for an email response. In addition, you can also measure your bot performance. 

GDPR

Cooperate with customers, whilst following GDPR rules, and manage personal customer data with a guided step-by-step process.

  • Right to be informed: A dedicated compliance module supports the collection and management of personal data securely and legally. A configurable consent register allows insurers to automatically store customers' opt-ins and opt-outs regarding different consents and communication channels directly on the customer 360 form. Collecting consent through an easy and transparent procedure ensures that customers know who is collecting their personal data and its purpose.
  • Right to be forgotten: Stores automatically or manually created anonymisation requests directly on the Customer 360 form. A guided step-by-step anonymisation process ensures customer privacy and prevents unwanted customer data usage. The configurable anonymisation process with predefined SLA directs the agents to perform all necessary actions promptly.
  • PII (Personally Identifiable Information) engine: manages personal customer data by defining customer-sensitive attributes and rules through a powerful engine for customer data deletion.
  • Interactive role-based dashboards: Provides timely information for insurance agents about created anonymisation requests on the dedicated GDPR dashboard to perform anonymisation tasks and actions in a timely manner

Integrate and scale

Work more intelligently, not harder, with a mobile cloud solution to scale your Insurance business.

  • Pay only what you need: Support your business as it grows with flexible licensing models and ensure that the solution grows with your actual needs.
  • Integrate with your existing solutions: seamlessly connect your existing software solutions and data sources, such as ERP, HR, Call-centre , back-office solutions, excel files, as well as 3rd party platforms, such as social media, webpages, mobile apps, or any other applications. 
  • Mobile and desktop version: The Cloud solution enables sales, marketing, and customer service professionals to perform insurance processes anytime and anywhere: online or offline, in the office or on the go, on mobile, desktop, or tablet devices, and always with the most up to date data and information in a secure and compliant manner.
  • Smooth integration and adoption in your business: Highly experienced professionals from BE-terna Insurance ensure fast and reliable implementation, and provide all the necessary training to help you onboard your employees in no time. 
  • Insurance CRM support experts: Once project implementation has been completed, our support experts can help you with any additional support regarding your CRM solution, customer engagement industry trends, and consulting assistance for insurance industry business digitalisation.

BE-terna Insurance CRM

End-to-end Insurance cloud CRM solution for sales, marketing and customer care activities.

Find out more about the solution
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5 most important steps that insurance companies should follow in 2022

Accenture‘s research states that for 94% of customers, speed and claim process transparency are the most significant contributors to customer loyalty.

The very structure of policyholders has been changing as millennials have slowly entered the insurance market. The critical factor that requires insurance companies to keep pace with digital transformation and technologies is the fact that policyholder expectations and needs are ever-changing.

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Why BE-terna Insurance CRM

  • The biggest Insurance CRM team in Europe: The BE-terna CRM department operates with the highest number of team members for insurance solutions in Europe, which is why we are able to ensure truly responsive and reliable service.
  • 100% specialised in the insurance industry: No need to accept compromises, we understand every aspect of your insurance business
  • Market-specific solutions: We are able to comply with local legal requirements
  • Always close to you: Our international team is experienced in working with the insurance industry all around the globe (85+ countries).
  • Cloud-based: We are the leading European insurance CRM cloud-base provider, however we do also provide on-demand deployment. 
  • Global portfolio: Our customers include numerous global corporations and innovative midsized insurance companies, who strive to gain competitive advantages by using the BE-terna Insurance CRM solution
  • Top 1% Microsoft Partner worldwide: BE-terna ranks among the top performing and most innovative Microsoft partners globally. 
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Have a closer look at the Customer Engagement platform for the Insurance industry, using a personalised demo based on your needs, see how we can scale your Sales, Customer Service and Marketing. 
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Case study

Empowering customers and employees with Dynamics 365 CRM for the Insurance Industry

Wiener Städtische Insurance Company
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