Corporate Profile 47Billion Information Technology
Microsoft Dynamics CRM streamlines quote management for Mensura
1. Microsoft Dynamics CRM
Mensura’s contract managers are now making quotes more
efficiently thanks to Microsoft Dynamics CRM.
Mensura is the third biggest Workers’ Compensation insurer in
the private sector today. Various types of software, which were
not integrated and were increasingly old, were hampering the
effectiveness of the commercial teams and the contract mana-
gers, especially with regard to making quotes and following up
on them. The group decided, therefore, to streamline the quote
management process. Microsoft Dynamics CRM and its xRM
development environment have turned out to be the ideal solu-
tions to meet the needs of users. After implementing a “Proof of
Concept” in ten days, CRM partner Travi@ta put in place a new
CRM solution. Nowadays, the 360° visibility of centralised infor-
mation contributes to better decision-making and improves the
performance of business negotiations.
2. Towards better management of commercial
activities
Overview
At the end of 2008, Mensura Insurances
Country: Belgium management asked the Information & Process
Sector: Insurance Management (IPM) department to study new
processes which would help them to attain better
operational effectiveness.
Frédéric Kekenbosch, Business Process
Manager: “While the initial goal related mainly to
quote management, we quickly extended the
project, so that it would also deal with processes
related to supporting sales activities,
Profile Mensura relationships with brokers, and the mobility of
Mensura is active in the areas of health and safety at work,
absenteeism and family allowances management, insurance our Sales team”.
against accidents at work and Collective Law insurance. Mensu-
ra Insurance counts more than 30,000 clients and has relati-
onships with 5,000 brokers. A true xRM tool
The IPM department analysis led in 2009 to the
first version of specifications which would be the
Challenge basis for the choice of a new standard piece of
The contract managers did not have an effective tool to calcula- software. “A first demo of Microsoft Dynamics
te and manage quotes. The tool that they had was becoming
old. The lack of integration of the various components led to CRM by Travi@ta enabled us to realise the
multiple data encoding and sharing of information within the
organisation in a way that was less than optimal.
possibilities that a true xRM development tool
can offer. A ‘Proof of Concept’, put in place by
Travi@ta in barely ten days, convinced us that
Solution the xRM environment which accompanies
Microsoft Dynamics CRM and its xRM environment were the Microsoft Dynamics CRM had the potential to
ideal solution as an integrated platform for optimising quote
management and business relationships with the brokerage meet our needs,” explained Frédéric
world, with 360° visibility of information. Kekenbosch.
Proof of Concept
Benefits
• Optimisation of the quote management process The implementation of a ‘Proof of Concept’ was
• Sharing and 360° visibility of centralised information to enable the testing of the performance of
within the organisation
Microsoft Dynamics CRM when it came to a large
• Flexibility and possibility for growth of Microsoft Dyna-
mics CRM and the xRM environment volume of data: 170,000 client descriptions,
• Travi@ta’s experience and know-how 5,000 brokers, 30,000 insurance contracts and
almost 200,000 lines of financial data to be
managed in a single CRM application.
From the beginning, the involvement of users
was a crucial element in the setting up of the
test environment: ten key users from different
departments, including members of
www.traviata.be Management, sales representatives and a few
+32 (0)2 721 88 80 managers from the Contracts department were
able to test the application and give their opinion
3. on how user-friendly it was, its performance, the
integration of data from other software used by
Mensura, and whether it would be possible to see
these when on the move or working remotely.
Frédéric Kekenbosch: “Compared to the
alternative, which was to develop a home-made
solution, the ‘Proof of Concept’ showed that
Microsoft Dynamics CRM provided an additional
wealth of functions thanks to its user-friendliness
and its native integration with other office tools.
Recreating this would have been possible, but we
would have been missing out on what already «With a new module developed in the xRM
existed elsewhere, and with greater functionality. environment, we wanted to standardise and
rationalise our quote calculation process. The
Calculation tool goal was clearly to save time when making a
quote. We will measure it after a few months
The journey towards implementing the new of active use. But it is already clear that the
system started in March 2010. The first stage integration of Microsoft Dynamics CRM with
was replacing the existing quote management Microsoft Outlook contributes to user-
tool and improving the visibility of client and friendliness and effectiveness. »
contract information.
Frédéric Kekenbosch, Business Process
In the past, contract managers had to use Manager, Mensura
different pieces of software to make a quote,
with, as an immediate consequence, redundant
data encoding taking place. At the same time, the
business teams didn’t have a truly centralised Help with decisions and improved visibility
tool to check information relating to quotes, Microsoft Dynamics CRM is also a tool which
contracts, and clients. helps the decision making process: based on
inputted data and parameters and rules put in
The official date of the launch of the first phase place, the system automatically suggests the
of the Microsoft Dynamics CRM project was appropriate rate to put into an offer, which
December 1st 2010. In the weeks preceding the means the contract managers don’t have to
launch, Travi@ta and Mensura put in place an make manual, Excel-table-based calculations.
intensive training programme for users, allowing
six half-days of training for each of the 40 users. Thanks to this centralisation, the company data
are also more visible, for the management as well
Frédéric Kekenbosch: «With a new module as for the commercial department. It is now
developed in the xRM environment, we wanted to possible for employees to work on the move: they
standardise and rationalise our quote calculation can work remotely – online, or offline when an
process. The goal was clearly to save time when internet connection is not available.
making a quote. We will measure it after a few
months of active use. But it is already clear that A 360° view
the integration of Microsoft Dynamics CRM with At the end of January 2011, the second phase of
Microsoft Outlook contributes to user-friendliness the project at Mensura allowed to make all the
and effectiveness. » financial and technical information on the
