240+
Salons covered by the launch of the global solution.
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Digitizing B2B sales and corporate customer service in Dynamics 365.
One of the largest insurance companies replaced scattered Excel spreadsheets with a centralized Microsoft Dynamics 365 environment. The new CRM combined sales, institutional customer service, and data from policy, claims, and billing systems.
Customer
One of the largest insurance companies serving the corporate client segment.
Industry
Insurance / Corporate Clients / B2B
Scale
150 users • 28 processes and scenarios for digitization
Implementation Time
1.5 years
Products
Microsoft Dynamics 365 Sales • Microsoft Dynamics 365 Customer Service • Microsoft Azure • Microsoft Power Automate
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The Challenge
The Challenge
The lack of a central CRM meant that information about corporate clients, offers, policies and sales activities was scattered across thousands of Excel sheets and various departments of the organization.
Sales, risk, service, and operations teams were working with fragmented data, which made it difficult to analyze customer relationships and process efficiency. Lack of integration with policy, claims, and billing systems also meant that sales and service teams lacked complete customer context in a single place. An additional project requirement was to ensure a strict permissions model consistent with internal security policies and GDPR requirements.
Thousands of Excel sheets
Offers, policy statuses, activities, and contact history were tracked in distributed files.
Lack of a complete customer picture
Data about customers, policies, claims and settlements were located in different systems.
Distributed B2B processes
Sales, risk, service and operations did not work in one common environment.
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Results
B2B sales and customer data in one system.
50%
shorter offer preparation time
28
process scenarios covered by digitalization
3 systems
integrated with central CRM
1 CRM
shared sales, policy and service data
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Solution
Our Role
Why is that?
The aim of the project was to replace work on scattered spreadsheets with a single CRM system that would combine sales and corporate customer service processes with data from key insurance systems.
We have implemented Microsoft Dynamics 365 Sales and Customer Service , we integrated CRM with policy, claims and billing systems and automated key processes using Power Automate .
- central CRM for corporate clients
- digitalization of offer and service processes
- integration with policy, claims and billing systems
- automation of policy renewals and reporting
- strict permissions model compliant with GDPR
- centralization of data and customer contact history
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How to Get Started
Course of Events
Process analysis
Together with the client, we analyzed sales, risk, service and operations processes and identified areas requiring digitization.
Scope of digitalization
We defined 28 process scenarios and assessed the risks associated with data migration from distributed Excel sheets.
CRM and integration project
We designed the Dynamics 365 environment and the scope of integration with three key systems: policy, claims, and billing.
Implementation and automation
We launched Dynamics 365 Sales and Customer Service and automation of offer, policy renewal and reporting processes.
Migration and launch
We organized the data, transferred it to a central CRM, and implemented a permissions model compliant with security and GDPR requirements.
Stack and Scope
The project involved the digitization of sales and corporate customer service processes for 150 users. Microsoft Dynamics 365 Sales became the central tool for managing B2B relationships, offers, and sales activities, and Dynamics 365 Customer Service supports the handling of service requests and processes. CRM has been integrated with three key systems: policy, claims, and billing. Microsoft Power Automate was used to automate the offer processes, policy renewals and reporting.
Implementation Time
1.5 years
Year
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Numbers, not slides
What Works for Clients Who Have Entrusted Their Entire Company to Us
Five end-to-end projects from various industries. The same Microsoft tools, different results—because the initial questions were different.
1 CRM
Shared data on customers, products, services and price lists.
45%
Shorter turnaround time for service requests.
6 regions
Common sales and reporting model.
-70%
Shorter offer preparation time.
1 CRM
Shared customer data, offers and service requests.
360°
Complete customer view for sales teams.
80
Users of the shared Dynamics 365 Sales environment.
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Next step
Not sure which service to start with? Let's talk.
Tell us about your organization, and we'll help you choose the solutions that best fit your processes, teams, and business goals.
