CRMforInsuranceIndustry CRM for Ins rance Ind str

Mr.Navik Numsiang ManagingDirector SundaeSolutionsCo.,Ltd.

InsuranceIndustrySituations Insurance Industry Situations

acomplexand a complex and competitive environmenttinged withlittlestability with little stability Thebigfish dominatethesector Acquisitionsor mergers

sellinginsurance policieshasbecome policies has become anoptionforbanks

facingthetoughest economicconditions

Internet& SocialMedia

Instinctivereaction tocutallstrategic projectsandwait untilthingsimprove

WhyCRM? Why CRM?

CRM is a business strategy designed to optimise profitability, profitability revenue and customer satisfaction

Gartner

ManagementTools&Trends2010byBain&Co. Management Tools & Trends 2010 by Bain & Co

Why CRM? WhyCRM?

Helpsprotectrevenuestreamsfrom yourcurrentcustomers Providesyouwitha360degreeview id ih d i ofcustomerinteractionacrosssales, marketing,serviceandfinance marketing, service and finance functions

CRM is a business strategy designed to optimise profitability, profitability revenue and customer satisfaction

Gartner

360DegreeCustomerView 360 Degree Customer View

WhyCRM? Why CRM?

Helpsprotectrevenuestreamsfrom yourcurrentcustomers Providesyouwitha360degreeview ofcustomerinteractionacrosssales, marketing,serviceandfinance k df functions Enablesyoutounearthlatentrevenue Enables you to unearth latent revenue opportunities Equipsyoursalesteamtodeliver q p y highlyfocussedbusinessdevelopment programmes Replacessporadicinteractionwith truecustomerlifecyclemanagement

CRM is a business strategy designed to optimise profitability, profitability revenue and customer satisfaction

Gartner

TheFormulaforSuccess inInsuranceIndustry
Gaina Unified Enterprise Viewof Customers Retain Customers Customers WithGreat Service

ControlCosts Control Costs WhileYou Expand

The1st FormulaforSuccess

GainaUnifiedEnterprise Gain a Unified Enterprise View of Customers ViewofCustomers

Gaina Unified Enterprise Enterprise Viewof Customers Retain Customers Customers WithGreat Service

ControlCosts WhileYou Expand

GainaUnifiedEnterpriseViewof Customers
IsItYourViewofCustomers? Is It Your View of Customers?
Sales Management Policy Management Account Management

Call Centre Centre

Claim Management

SalesPeople

Marketing M k ti Management Marketing

Finance Billing

GainaUnifiedEnterpriseViewof Customers

CorporateData

Asingle,complete,realtime enterpriseview

Personalizedservicecanbethedifferentiatingfactorthat g retainsgoodcustomersand reduceschurnan importantgoal,giventhatcustomerretentionisprofitable important goal, given that customer retention is profitable andnewcustomeracquisitioncanbeexpensive.

The2nd FormulaforSuccess

RetainCustomerswith Retain Customers with Great Service GreatService

Gaina Unified Enterprise Enterprise Viewof Customers Retain Customers Customers WithGreat Service

ControlCosts WhileYou Expand

UnifiedEnterprise ViewofCustomers KnowYour Customers

AdvancedLevelof Understanding g

Predict customer behaviorand align marketing, marketing, crossselling andup selling and upselling efforts

Athreestepprocessfor PredictingCustomerBehavior

Profiling fl

Modeling d l

Scoring

CustomerClassification Customer Classification

RetainCustomerswithGreatService Retain Customers with Great Service

The more products you can Themoreproducts youcan selltoagivencustomer,the lessapthe/sheistomigrate less apt he/she is to migrate toanotherprovider. The longer a policyholder Thelongerapolicyholder remainsacustomer,theless frequentlyhe/shesubmitsa frequently he/she submits a claim. Allofthesefactors contributetoimproved ib i d profitability.

TheLastFormulaforSuccess

ControlCosts Control Costs While You Expand WhileYouExpand

Gaina Unified Enterprise Enterprise Viewof Customers Retain Customers Customers WithGreat Service

ControlCosts WhileYou Expand

BusinessExpansion! Business Expansion !

Increased assets Increasedassets g g p Broadergeographicreachto newcustomers But howdoesaninsurance how does an insurance companygrowwithout sacrificingprofitability?

TheKeyforBusinessExpansion The Key for Business Expansion

Right Opportunity Mostcost effective channels Automated Process
Toenableyouragents,representativesand brokerstoidentifyandspendtherightamounton eachopportunity each opportunity

Tousethemostcosteffectivechannelswithout sacrificingahighlevelofcustomerservicefor differenttargetaudiencesanddesiredbehaviors diff tt t di dd i db h i

Automationofthemoremundaneinsurance businessprocesses business processes

TheKeyforBusinessExpansion The Key for Business Expansion

Right Opportunity Mostcost effective channels Automated Process
Toenableyouragents,representativesand brokerstoidentifyandspendtherightamounton eachopportunity each opportunity

Tousethemostcosteffectivechannelswithout sacrificingahighlevelofcustomerservicefor differenttargetaudiencesanddesiredbehaviors diff tt t di dd i db h i

Automationofthemoremundaneinsurance businessprocesses business processes

Multi ChannelCRM MultiChannel CRM

EmailMarketingand Email Marketing and CRM

Whats Good about Email Marketing? What s

Highly targeted Immediate Measurable Reach Cost Effective

Email Campaign Results EmailCampaignResults

MobileCRM Mobile CRM

ROIforMobileCRM ROI for Mobile CRM

MashuptoCRM

Mash-ups to CRM Mash ups

A mash up is a web application mash-up that combines data from more than one source into a single integrated view. g Content used in mash-ups is typically sourced from a third party via a Widget or API (web service). Minimized application data management Reduced development effort

Make CRM SMARTER

Most Popular Mashup MostPopularMash up

Mashups to CRM Dashboard Mash upstoCRMDashboard

SocialCRM Social CRM

Social CRM SocialCRM

Manage your social media di tl f M i l di directly from CRM f for Twitter, Facebook and LinkedIn Web2.0stimulatedfundamental changesinconsumerbehavior Interactionsbetweencustomerand brandsstartingearlierandneverending Newbehaviorpatternsdemandanew strategy,bettersegmentation,new strategy better segmentation new channelsandtargetedmessagesand reviewofcurrentcustomerfacing businessprocesses

TheKeyforBusinessExpansion The Key for Business Expansion

Right Opportunity Mostcost effective channels Automated Process
Toenableyouragents,representativesand brokerstoidentifyandspendtherightamounton eachopportunity each opportunity

Tousethemostcosteffectivechannelswithout sacrificingahighlevelofcustomerservicefor differenttargetaudiencesanddesiredbehaviors diff tt t di dd i db h i

Automationofthemoremundaneinsurance businessprocesses business processes

AutomatedProcess Automated Process

WrapUp Wrap Up
Turn challenges into Turnchallengesinto strategiccompetitive advantageand enhancetheirlong enhance their long termviabilityand profitability
Gaina Gain a Unified Enterprise Viewof Customers Retain Customers WithGreat With Great Service

Control CostsWhile YouExpand

ThankYou Thank Yo
Mr.Navik Numsiang M N ik N i navik@sundae.co.th SundaeSolutionsCo.,Ltd. Tel.6626348899 Fax6626348896 Website:www.sundae.co.th