Yolva has implemented a comprehensive project for Ingosstrakh

2025: CRM Upgrade

Yolva has implemented a comprehensive project to modernize the customer relationship management system for the INGOSSTRAKH insurance company. As part of the digital transformation, the company has implemented two specialized CRM systems on the Microsoft Dynamics 365 platform - for the corporate and retail segments. This strategic step made it possible to optimize key business processes and bring customer service to a qualitatively different level. This "Yolva" reported on April 14, 2025.

To work with corporate clients, a CRM system was developed that automates the full sales cycle - from the initial request to the conclusion of an agreement. The system is integrated with external counterparty verification services Kontur.Focus and DaData), which significantly accelerated the process of verification of potential customers. Particular attention was paid to the development of mechanisms for canceling and renegotiating contracts, as well as the creation of a financial monitoring system for each transaction. These solutions made it possible to minimize risks and increase the transparency of all operations.

The retail segment has implemented an equally large-scale transformation. Instead of five disparate systems, a single CRM space has been created that combines all channels of interaction with customers. The key advantage of the system is an analytical module that provides access to a 10-year history of interactions with each client. Integration with the MDM system provided instant access to up-to-date contact data, which combined with intelligent analytics tools to increase call conversion by 27%.

At the same time, four development teams worked on the project, which required careful coordination and the creation of special mechanisms for preventing conflicts in the code. Particular attention was paid to testing - the system passed five levels of verification (from DEV to Prod) with 100% coverage of test cases. All processes have been documented in detail, and specialized ones have been developed for management Power BIdashboards to ensure transparency of all key indicators.

Implementation results exceeded expectations. The company recorded a 40% reduction in application processing time, a significant increase in cross-sales due to the use of historical customer data, and also achieved complete automation of insurance transactions. Special attention is paid to specialized solutions for VIP clients and the mechanism of multi-currency calculation of insurance premiums, which have become a competitive advantage of the company.