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Custom CRM helps leading insurer increase customer satisfaction

A custom CRM built by PGS Software helped UK’s leading insurer to significantly increase customer satisfaction.

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Business Benefits

Adopting a digital-focused strategy has allowed the Client to capitalise on being a true end-to-end insurance provider.

Customers report that the simplicity of having one provider is very convenient and cost-effective

It gives Agents easy access to all of the necessary resources in a unified, highly intuitive system

The Agents have reported that it is now much easier for them to register customers

It informs Agents of changes to customer profiles, allowing them to tailor their conversation to the customer’s immediate needs

It enables the Client to be a true end-to-end insurance provider

It greatly increases customer satisfaction

Results by Numbers

1200

Users

Websites

1st

System to train video rollout

Service impact

100%

Globally reusable

Business Need

Realising that customers would like to connect and conduct business digitally, the Client decided that they needed a single, online web application that would be scalable and that would accommodate varying servicing functions.

That’s when PGS Software stepped in to create a custom, unified CRM that would offer customer identification across the Client’s organisation and help Agents assist customers with their insurance applications.

It’s fantastic! I can see my team using the Product, doing DPA and naturally moving to promote the Client.

It was so much easier to register the customer rather than having to explain how to register and where the customer needs to go online.

The [end user’s company] claims teams in Health are very positive about the Product; it increasingly feels like a great solution working really well across the different businesses.

As soon as I took the policy number, I instantly had a message to tell me that the client was deceased. That helped massively with how to handle the call.

I have access to everything I need at my fingertips. I use a simple, intuitive customisable and dynamic system.

It enables me to give outstanding service to my customers, regardless of their demand, product holdings or contact channel.

— End Users

Project Details

Solutions

AWS Cloud, HP servers, Continuous Integration, Automated Testing, AppFabric, Azure Redis, IBM Tivoli Access Manager, Application Security Testing

Technologies

.NET, C#, JavaScript, jQuery, Knockout, MVC, Jasmine testing, T-SQL, Dapper, GIT, Unit testing NUnit, REST API, SOAP API, RequireJS, CSS 3

Tools

Selenium, Jenkins, DevTest, Specflow, SOAP UI, Postman, Visual Studio, ReSharper, Microsoft SQL Server Management Studio, Chutzpah Test Runner, BlanketJS, SourceTree, GIT Bash, Jira, Confluence, Bitbucket, SonarQube, CheckMarx

Team

3 Scrum Teams working on one enterprise application. In total: 14 .NET Developers (4 Lead Devs), 6 Frontend Developers, 2 Automation Testers, 5 Manual Testers, 2 Scrum Masters (1 from PGS Software). Other team members: 3 Product Owners, 4 Business Analysts, 2 UX Designers, 4 Solution Designers

About the Client

The Client is a British multinational insurance company whose headquarters are located in London, UK. The Client’s organisation services over 30 million customers across 16 countries in Europe, Asia, and North America. In the UK, the Client is the largest general insurer and a leading life and pension provider as well as the second largest general insurer in Canada.

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