TOPS Consulting and Russian Standard Insurance Ltd implemented Microsoft Dynamics CRM 2013

January 27, 2015. The TOPS Consulting company and Russian Standard Insurance Ltd announce a successful completion of the joint project on implementation of Microsoft Dynamics CRM 2013.

System implementation allowed to ensure stable functioning of contact center and to reduce answer time thanks to opportunities of "single window". The interface of "single window" with an interactive control panel telephony and, directly, reference books of a CRM system, accumulates all necessary information with which the operator works: the client's card, data on the signed agreements, losses, rastorzheniye, correspondence, returns, documents. The arrangement of elements allows to simplify as much as possible work of the operator and to perform quick search at the intuitive level without switching between several windows or applications.

The solution TOPS Consulting integrated in a common information space several divisions of the company, including legal where the CRM system allowed to increase transparency of processes of work of legal service and also it is better to control quality and terms of accomplishment of procedural procedures of judicial proceedings.

It was succeeded to reduce time for accomplishment of procedural procedures by lawyers on implementation of process of judicial proceedings thanks to automation of routine processes and fixing in the system of the scheme of work with the arriving insurance addresses. The CRM system helps to monitor observance of the internal regulations of the company connected with registration and routing of the legal claim. Control terms of accomplishment of necessary procedures for submission of documents in judicial authorities and also terms and the course of the appeal, cassation and supervision.

Using scaled, an object role model and the high-performance Microsoft Dynamics CRM 2013 platform it was succeeded to stabilize work of contact center of insurance company. In CRM all elements of contact center on acceptance thousands of calls a day, instant identification of the client are implemented and also more than 20 scenarios of a conversation for better service of the current clients are configured. The legal service received the new tool for work with legal claims and instances. It allowed to reduce significantly time for decision making according to statements of claim of clients and to increase efficiency of legal service.

Allowed Russian Standard Insurance contact center to approve the project steadily about 7000 incoming calls a week, at the same time automatically to identify clients during an incoming call or forces of the operator in 0.5 seconds on base more than 70,000,000 client agreements. In general time for processing of an incoming call was reduced by 25%, and service quality managed to be increased thanks to creation of uniform information CRM space in which not only the contact center, but also legal service, and department of insurance transactions works.

"The CRM system with which dozens of operators work every day is a basis of high-quality customer service. Stops of work of contact center because of IT can lead to loss of clients and falling of loyalty that is absolutely inadmissible for the insurance industry where the customer loyalty costs above all. We are glad that we managed to create the solution which fully satisfies to requests of our client and does his business is more competitive", - Evgeny Lebedev, the Head of Department of the TOPS Consulting CRM systems noted.

"Work of lawyers is defining in formation of possible costs at emergence of disputable situations and the appeal of the client to court. If specialists of legal department timely do not consider the claim or will be mistaken in decision-making - it is fraught with risks of the unreasonable or increased payments, so financial losses for insurance company. Use of the solution TOPS Consulting allowed to control better potential losses on judicial proceedings and to manage stages of legal processes", - Klochkova Ekaterina, the head of Russian Standard Insurance legal department noted.

"The insurance market always differed in the high competition. And the main advantage on it is not only essentially new service, but also quality of the services offered clients, - Alyona Gekler, the director of Microsoft Business Solutions in Russia notes. - It is important to understand that if the client rings contact-tsenr, then it has a problem which he cannot independently solve. And if timely not to answer it, you risk to lose it. To increase quality of work of contact center, it is necessary to use, first of all, the effective tool for employees, as made "Russian Standard Insurance". We congratulate TOPS Consulting on project completion, and are sure that the customer will highly appreciate all advantages of the solution based on Microsoft Dynamics CRM, will be able to increase loyalty of the clients and to attract new".