Norbit has implemented a centralized CRM system in Renaissance Life

2022: Automating Sales Units

Norbit (part of the LANIT group) automated the work of the selling divisions of the Renaissance Life insurance company on the basis of a single technological CRM platform. The implementation of the project will increase sales due to the expansion of the client base and the improvement of the service through omnichannel communications. LANIT announced this on January 16, 2023.

Historically, the company has used several disparate CRM systems. Various sales and service departments worked in them. With the growth of the business, the systems ceased to cope with the volume of tasks, and a decision was made to switch to a centralized platform. The NORBIT team of experts chose a cascading CRM implementation model and implemented it in parallel with the transition of the insurance company to another telephony.

During the project, all client processes are standardized, automated and phased in the CRM system. This has increased the transparency and manageability of insurance product sales and customer service processes. CRM is integrated with an accounting system containing more than 100 million records, telephony and the NORBIT messenger connector to support omnichannel communications. Thanks to the effective interaction of all elements of the landscape, Renaissance Life employees now work in the general information field, relying on reliable and complete information about customers, both real and potential. And division managers can flexibly manage sales channel resources by analyzing workload and efficiency.

The project has become a real test of strength for us - it is very difficult to implement and requires cooperation and coordinated work of several teams of experts. According to the combination of factors, NORBIT was chosen as one of the suppliers for the implementation of the solution, the key factors were a high level of expertise and the ability to flexibly change the composition of the project team in accordance with our needs, - said Alexander Molsky, Director of the Information Technology Department of Renaissance Life IC.

The transition to the platform was the first and key stage in the company's creation of a single customer relationship management center. In the near future, we will automate the processes of attracting new consumers. We will actively use the omnichannel capabilities of the system and gradually launch the work of other divisions in CRM, - said Roman Gnatko, Director of Business Development at NORBIT.