Reliance General Insurance

Leading Insurance provider improves service effectiveness by 400% with CRMnext

CRMnext has significantly improved our processes across enterprise. Now we get end-to-end visibility of information including process flows across departments and systems. Our users love it and our customers are much more happy. It is truly our star investment.

Naganathan Sriram

Chief Technology & Operations Officer, Reliance General Insurance

Background

• Leading providers of Health, Car, Home, Travel and Business insurance.
• Network of over 200 offices spread across 173 cities in 22 states of India.
• Founded in 2000.

Challenges

• Different processes for different customer segments.
• Reorganize and streamline reporting systems.
• Eliminate multiple reporting tools and constant data reconciliation.
• Implement "one version of the truth" solution across information silos.

Solution

• Targeted sale for corporate customers with a greater focus on relationship building.
• Effective lead management through direct channel & telesales.
• Lead capture through various source & distribution across agencies for a quicker inspection & sale of policy.
• Effective customer servicing by intelligent allocation of cases to specialist teams & closures within SLA.
• Integration between various core systems for effective customer servicing/operations management.
• Sales Force Automation, Marketing Automation, Customer Service & Support along with Analytics module from CRMnext..
• Sales processes for Corporate and Government Services Group, Retail and Telesales.
• Starting with 500 users in 2008, Reliance General Insurance has now a CRMnext user base of 950.

Benefits