Experience with Microsoft Dynamics CRM
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The document outlines a project involving the implementation of MS Dynamics CRM for Lombard International Assurance, focusing on their business needs such as partner management, sales forecasting, and performance tracking. It highlights the project's development methodology, timeline, and the results achieved, including customized workflows and reporting. The company is recognized as a leader in the Luxembourg cross-border life insurance sector and emphasizes the importance of mobility and master data for future developments.
Experience with Microsoft Dynamics CRM
- 1. MS DYNAMICS CRM PROJECT LOMBARD INTERNATIONAL ASSURANCE S.A. Jean-Philippe Quin
- 2. AGENDA Lombard Key Information CRM - Business Needs The Project What we have built during the project What was added afterwards The Future
- 3. • Created in 1991 in Luxembourg • Pan-European (3rd Life Directive) LOMBARD KEY INFORMATION
- 4. • Created in 1991 in Luxembourg • Pan-European (3rd Life Directive) • Sophisticated use of life assurance as an on-shore estate/succession and tax planning solution • Focus on HNWI/ultra HNWIs LOMBARD KEY INFORMATION
- 5. CONTINUOUS GROWTH Assets under Administration (€m) 0 4000 8000 12000 16000 20000 24000 2002 2004 2006 2008 2010 2012 Continuous growth over 10 years
- 6. • Created in 1991 in Luxembourg • Pan-European (3rd Life Directive) • Sophisticated use of life assurance as an on-shore estate/succession and tax planning solution • Focus on HNWI/ultra HNWIs • Investment management: open architecture • Distribution: partnerships with private banks and independent financial advisers - privatbancassurance LOMBARD KEY INFORMATION
- 8. 0 500 1000 1500 2000 2500 3000 Lombard* Cardif Swiss Life La Mondiale CALI Sogélife R&V Natixis PEL Baloise Next 10 2,545 1,669 1,695 1,076 806 641 584 496 414 379 2,528 MARKET LEADER SINCE 1999 New Pan-European Business 2011 - Luxembourg Life Companies €m Source: Association des Compagnies d’Assurances du Grand-Duché de Luxembourg Lombard has consistently been the leader of the Luxembourg cross-border life sector since 1999 * Lombard International Assurance only; does not include LIPCC
- 9. CRM - BUSINESS NEEDS • Partners and Contacts Management • Sales Forecast Management • Performance Tracking • Pipeline • Events/Marketing Initiatives • Contact Reports
- 10. THE PROJECT: ASSUMPTIONS • Adopt instead of adapt • Package • 0 code • Open for future developments and integration • < 100 m.d project
- 11. THE PROJECT: STARTED WITH A POC • MS Dynamics CRM 2011/SalesForce.Com • 2 days to demonstrate product capabilities • Demo to the Business Dynamics CRM 2011 was the outstanding solution due to: • Functional coverage • Flexibility (customisation capabilities) • In premises native security • Integration capabilities with our systems • Confidence in Partner • Licensing Cost • Outlook Integration
- 12. THE PROJECT: METHODOLOGY • Agile • Daily Scrum with Business SPOC • Weekly demo to the Business Sponsor • On the job knowledge transfer from Nerea to internal resource
- 14. WHAT WE BUILT AT THAT TIME • A specific Sales Workflow Opportunity created by MC The rating has to be defined •1 - Pessimistic •2 – Realistic •3 - Optimistic Activities Tracked •Emails •Phone calls •Appointments Application Form signed •The amount entered represents what is stated in the application form PCS receives the opportunity •The rating is automatically changed to «4 – Lombard Pipeline» PCS tracks the evolution •Documents •Actions •Premium Received by Money In PCS closes the Case •Real premium received MC pipeline updated •Actuals as in PA System •Objectives are up to date based on real values
- 15. WHAT WE BUILT AT THAT TIME • Custom opportunity Forms
- 16. WHAT WE BUILT AT THAT TIME • Custom Menus
- 17. WHAT WE BUILT AT THAT TIME • Rich Reporting integrating CRM data
- 18. WHAT WE BUILT AT THAT TIME • Marketing Templates
- 19. WHAT WAS ADDED AFTERWARDS • CRM Opportunities are converted into “Cases” managed by Back Office • Case evolution updates the CRM opportunities status • New “Partner Reports” entities • Access through Blackberry devices
- 20. AND THE FUTURE? • Mobility is key • Master Data
- 22. Jean-Philippe Quin Head of IT Business Service Transition [email protected] Tel: +352 34 61 91 – 270 Lombard International Assurance S.A. Société Anonyme Head office: 4, rue Lou Hemmer L-1748 Luxembourg Grand-Duché de Luxembourg THANK YOU
- 23. This presentation was produced by Lombard International Assurance S.A. (“Lombard”). Its content is intended for informational purposes only and is not to be construed as a solicitation or an offer to buy or sell any life assurance product. Neither is the information contained herein intended to constitute any form of legal, fiscal or investment advice. It should therefore only be used in conjunction with appropriate independent professional advice obtained from a suitable and qualified source. No representation or warranty, whether express or implied, is made in relation to the accuracy, completeness or reliability of the information contained herein, except with respect to information concerning Lombard or its group companies. All information in this presentation is based on Lombard’s understanding of the laws of Luxembourg and of any other jurisdiction referred to herein, as in force at the date of this presentation. Lombard is not liable for the consequences of any change in law or revenue practice arising at any time close to or after the date of the presentation. Lombard is part of the Friends Life group and its head office is registered at 4, rue Lou Hemmer, L-1748 Luxembourg, Grand-Duché de Luxembourg, telephone +352 34 61 91-1. Its registered branch office is located at Rämistrasse 8, CH-8001 Zürich, Schweiz, telephone +41 44 269 91 00. Lombard is regulated by the Commissariat aux Assurances, the Luxembourg insurance regulator and, exclusively for its Swiss branch office, by the Swiss Financial Market Supervisory Authority (FINMA) in Switzerland. Copyright © 2013 Lombard International Assurance S.A. This presentation may not be reproduced in whole or in part or circulated to persons other than the attendees of this presentation without Lombard’s prior written consent. DISCLAIMER
- 24. LOMBARD INTERNATIONAL ASSURANCE S.A. Société Anonyme Head office 4, rue Lou Hemmer • L-1748 Luxembourg • Grand-Duché de Luxembourg Tel +352 34 61 91-1 • Fax +352 34 61 90 • www.lombard.lu R.C.S. Luxembourg No. B37604 • IBLC LU 15902470 Zurich branch Rämistrasse 8 • CH-8001 Zürich • Schweiz Tel +41 44 269 91 00 • Fax +41 44 269 91 01 • www.lombard-swiss.ch Geneva office Place du Molard 5 • CH-1204 Genève • Suisse Tel +41 22 888 13 13 • Fax +41 22 310 57 07 • www.lombard-swiss.ch Member of the Friends Life group