Customer testimonial: Agency Service Management at AG Insurance AG Insurance explains how they replaced an existing todo management system by a new implementation using MS Dynamics CRM, improving the user experience and reporting capabilities, while maintaining the existing integrations with the back-end systems.

1. | 1 | 23/02/2016 || 1 | 23/02/2016 |
AG Insurance
Agency Service Management

2. | 2 | 23/02/2016 |
Our Customer Base
We insure
3.5 million
private individuals
and
240,000
companies.
Nearly 50% of all
households have a
policy with us

3. | 3 | 23/02/2016 |
21.6%
Our total Market Share
Bron: Assuralia, statistieken 2014
Other

4. | 4 | 23/02/2016 |
27.7 %
Our Life Market Share (2014)
Other
excl. 1st pillar
source: BGAAP annual reports, 2014
(based on AUM)

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Assets under Management
LIFE
56.3 billion
source: AG Insurance (in EUR millions)
41 500 43 000 46 500 46 800
51 800 50 320
6 700 6 000
6 000 6 400
5 800 6 020
2010 2011 2012 2013 2014 2015
branch 21 branch 23

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4,000
independent brokers
306
Fintro agents
Bank insurance via
789
BNP Paribas Fortis
branches
6
Bank van Breda
branches
670
bpost bank branches
B2B
with large corporate accounts,
consultants and international
networks (Employee Benefits)
Integrated Multi-Channel Distribution
(bank insurance, brokers and B2B)

7. | 7 | 23/02/2016 |
Experts
in each of our areas of activity
A Staff of More than 4,400
Support services
 Life
 Non-Life
 Employee Benefits
 HR & Communication
 IT
 Audit
 Risk
 Facility
 …

8. | 8 | 23/02/2016 |
Agency Service Management
Life Insurance Bank Channel
• 3M contracts
• 1M contract modifications per year
• Phone
• Email
• Letter
• 300 employees

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Initial situation
Previous Solution
• High IT cost for business evolutions
• Non-standard development platform
• Performance issues
• Limited community
• Mismatch between platform and requirements

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System Requirements
Project Drivers
Organizational Requirements
 Efficient and stable
 Strong reporting capabilities
 Functionally expandable
 Paperless
 Work@Home
 Workload follow-up

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Solution overview
Life Todo Management
Back-end Systems
Batch
Todogeneration
Todogeneration
Biztalk Queue
DWH
Reporting
TodoCreation
TodoMgt
Populate

12. | 12 | 23/02/2016 |
Life Todo Management
Solution overview
Back-end Systems
Batch
Todogeneration
Todogeneration
Biztalk Queue
DWH
Reporting Dashboarding
TodoCreation
TodoMgt
Populate

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Success Factors
Project Management
Results
 Detailed requirements analysis
 Iterative design approach
(3 sprints)
 Direct business implication
 Follow package philosophy
 On time
 Below budget (~10%)
 High user satisfaction

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Business Impression
 Better performance and system stability
 Search criteria more conform to business requirements
• Multi-criteria, with exclusion of certain values
• Search on date
• Predefined selections + possibility to combine classic filters with graphical filters
 History
 Segmentation of Business parameter maintenance
• « Business » Parameters maintained by Business (not IT)
 Integrated reporting
 Ease of screen modification to add new items

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Gradual Roll-Out
0
20000
40000
60000
80000
100000
120000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep
ToDo Created per month

16. | 17 | 23/02/2016 |
Dashboard

17. | 18 | 23/02/2016 |
Future
Projects on the Horizon
 Case management
 Integration with document archival system
 Integration with telephony system

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MS Dynamics CRM @ AG Insurance
Other Initiatives
 ToDo/Case management for other Businesses
 Sales Management
 Sales network activity Management
 …

19. | 20 | 23/02/2016 |
Supporters of your Life

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