Corus Consulting automated sales and customer service of Mafin using CRM Microsoft Dynamics 365

2021: Automation of sales and customer service

Corus Consulting Group announced on February 3, 2021 automation of sale and customer service Mafin with the help CRM Microsoft Dynamics 365. IT- the company built in insurance this system a difficult IT landscape of service and provided integration with all communication channels. Now interaction with users of Mafin takes place seamlessly at all stages of a client way – from the first purchase of an insurance product before settlement and the subsequent prolongation.

Mafin is an omnichannel service of car insurance. It allows car owners to pass all way of insurance of a car online – from purchase of policies of KASKO and the CMTPL before settlement of an insured event. With expansion of geography, growth of business and the predicted sales volumes the company decided to replace a usual set of IT tools for customer interaction and to implement CRM with a big set of opportunities. As the platform selected the cloud Microsoft Dynamics 365 Online system which maintains high loads, it is capable to keep rapid development and does not require big monetary investments in IT infrastructure. CORUS Consulting Group became the partner in the project.

The implemented CRM "digitized" a client way: from registration on the website or in mobile application before acquisition of the policy and aftersales service. A system is connected to internal Jira task tracker, to the broker Kafka, the website and the Mafin application, service of generation of promo codes, storage of documents and an e-mail client. All these of integration allowed to consolidate information on buyers on a single platform in which thanks to the intuitive interface it is convenient to beginners to work even. All client way is automated, it can be traced in qualitative and quantitative indices. For February, 2021 in a system more than 50 employees from three divisions of Mafin work: sales department and telemarketing, specialists of service maintenance and underwriters.

Specialists of Corus Consulting integrated CRM with Oktell telephony, configured a window of search of clients and dynamic templates of Sms. Now at receipt of an incoming call a system "lifts" the client's card that the employee of service of service could see all data and the history of relationship. And if there is no card, then the manager brings it to CRM. After communication with the client the employee can send using IT solution the personalized Sms with an agreement number, the amount of the policy or a reminder on prolongation. Templates it is easy to administer – it is not necessary to involve developers to making changes.

The implemented CRM supports scripts of sales which the staff of Mafin uses during communication with the client by phone. The manager selects a subject of dialog or possible objections, and CRM automatically outputs the corresponding hints. It simplified work of employees who do not spend time for information search in the knowledge base now.

To help telemarketing specialists with customer service who began, but did not complete online purchase, Corus Consulting built in the interface of the website Mafin the CRM system. It allows managers to complete actions for the client, in parallel advising him by phone or in messengers. All process is displayed in a system, and the way of the buyer remains in "single window", providing omnichannel service. In addition specialists integrated the solution Korus CRM Messengers with the Microsoft Dynamics 365 platform that the staff of Mafin communicated with clients via messengers and social networks directly in the CRM interface, and correspondence automatically remained in a system.

The workplace of the employee of telephone sales is completely automated. Telemarketing specialists plan the diagram in the table Excel files, import the document to CRM, and a system automatically distributes tasks of specialists, considering their operating time and the current load.

Using cloud CRM we considerably optimized internal processes of sales and customer service. Now our user interaction of service takes place seamlessly at all stages of its client way – from the first purchase of an insurance product before settlement or prolongation. The next step in partnership with Corus Consulting – improvement and development of a system. We are going to reduce handmade amounts and to save time of our employees. And, of course, to increase business performance and loyalty of our clients, – Sergey Sosida, the Head of Department of customer service and settlement of Mafin notes.

Ensuring high-quality customer service – one of pressing problems of insurance market. Digitalization of a client way and omnichannel service help insurance 'turn facing people' and gain trust. The competent combination of CRM and e-commerce technologies helped to achieve the necessary synergy effect which already brings to Mafin results. So, the speed of work of specialists of sales department already increased, it became more convenient to do the most part of transactions. It allows the company not 'lose' clients at the final stage of an execution of the policy and helps to act quickly on each stage of a client way, – Olga Gurskaya, the director of the department of CRM of CORUS Consulting Group considers.