endsleigh insurance

1
endsleigh insurance

• one solution across our business

2
our business

• insurance intermediary
• over 60 insurance partners
• established 1965
• head office in cheltenham
• large sales operations centres in cheltenham,
  burnley and northern ireland
• 30 relationship managers working from remote
  locations
• 1100 employees
• dynamic internet presence

3
business portfolio
car home student travel bike landlords renter pet
caravan musical breakdown
mortgage life pension credit card savings investme
nts loans
large business small business charity sports comme
rcial university
4
endsleigh network
5
in partnership
6
our technology

• microsoft based infrastructure
• active directory
• outlook / exchange
• sharepoint
• office
• MS dynamics GP
• MS office communications server 2007
• .NET development platform
• large legacy system based on ibm iSeries
• bt voice over ip integrated national telephony
  network

7
our issues

• management of a complex and disparate group of
  entities
• business to business prospects
• partnership management
• two areas, same issues
• allowing our 30 relationship managers and
  business development executives to work
  seamlessly within our systems from any remote
  location

8
our issues

• manual processes which were error prone
• administration and labour intensive
• data and information not open
• mixed communication channels
• agents and partners work in different ways
• different contractual arrangements
• different systems to interface to
• central knowledge management

9
our requirement

• out of the box solution
• werent looking for a large development
• multi-company
• fsa compliance
• multi-platform integration
• support light
• scaleable (and cost effective to scale !)
• easily trained
• lever benefit from existing technology (eg great
  plains)
• demonstrable roi potential

10
our solution what?

• microsoft dynamics crm solution
• integrated with MS dynamics,GP
• integrated with iseries data

11
our solution why?

• a platform we understand
• easily integrated
• backend data
• front-end applications (eg dynamics GP)
• easily trained
• familiar user interface
• consistent approach
• we are able to start small
• low cost of entry
• not resource intensive
• existing hardware and network infrastructure
• future potential and direction of the product

12
our solution how?

• developed in partnership with ciber uk
• didnt want in-house development but were looking
  to not be tied to a partner for support
• 4 day initial fact find process with partner
• 12 week development and implementation cycle with
  low impact on endsleigh development staff
• design and creation of data mart to allow
  multi-platform data accessibility
• integration of data with great plains
• report creation and distribution mechanism
• 2 days training for users
• 1 day training for support staff
• handover of all support functions

13
our solution the pain

• managing change in business
• technical understanding
• manage partners expectations
• generally pain free

14
our solution where are we now ?

• Upgraded to CRM 4.0
• Commission payments now fully automated
• CRM integration with MS Dynamics, gp complete and
  operational
• All relationship managers are able to access CRM
  remotely

15
what benefits have we achieved

• the automation of our payment process has made
  for a more secure
  system
• the automation of commission payments has
  improved the efficiency with front line sales
  staff
• the automation of our payment process has boosted
  partnership business because of the confidence in
  our systems

16
what benefits have we achieved

• MS dynamics CRM means that we now have a single
  source of information for customer activity
• therefore the business can react more quickly to
  market change
• MS office communications server integration with
  exchange diary allows us to view the whereabouts
  of our remote workers

17
what benefits have we achieved

• MS dynamics CRM v4 has provided us with workflow
  that is imperative to the way that we carry out
  business in our new model
• MS dynamics CRM v4 allows us to run different
  instances of CRM for one server and one database

18
futures

• Microsoft is the Endsleigh corporate standard
• Microcoft dynamics CRM to be applied to
  complaints
• SLAs and contracts
• extend the use of CRM into other areas of the
  business which have different CRM
  requirements