2015 CRM Solutions: A Vendor Spectrum

by Karlyn Carnahan, April 29, 2015
Vendor Reviews
Global

Abstract

Customer relationship management systems are one of the components in many insurers’ application maps. Although CRM solutions are not unique to the insurance industry like policy administration or claims systems, they are still key technologies used to manage relationships with customers, whether customers are defined as agents/distributors, claimants, policyholders, or prospects.

In the report 2015 CRM Solutions: A Vendor Spectrum, Celent provides an overview of the insurance-focused CRM systems available for insurance carriers. The report profiles 11 solutions from 11 vendors, providing an overview of functionality, customer base, lines of business supported, and the technology, implementation, pricing, and support.

As such, it seeks to answer three key questions.

“There are hundreds of CRM solutions available today from firms large and small, well-known and obscure,” says Karlyn Carnahan, a research director with Celent’s Insurance practice and the author of the report. “We are seeing more carrier interest this year than in prior years as carriers focus on improving the customer experience.”

This report is focused on enterprise solutions for larger-scale organizations similar to most US insurance firms. The report does not include CRM solutions that are appropriate for small organizations such as independent agencies or advisors. It also does not address horizontal solutions that are not specifically targeting the insurance industry with tailored capabilities.

Vendors included:

  • Acidaes Solutions
  • AddACCION S.A.
  • Client Marketing Systems
  • Ebix
  • GoldMine
  • Intellect SEEC
  • Microsoft
  • NexJ
  • Pegasystems
  • Salesforce
  • SAP

This report contains 12 figures and 33 tables.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned subsidiary of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
mpace@celent.com
Tel: +1 212 345 1366

Europe (London)
Chris Williams
cwilliams@celent.com
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
ynagaoka@celent.com
Tel.: +81 3 3500 3023

Table of Contents

Executive Summary

1

Introduction

2

Key Components

3

Report Methodology

6

Solution Profiles

7

Acidaes Solutions Pvt Ltd.: CRMnext

8

AddACCION S.A.: AddACCION UI

13

Client Marketing Systems, Inc.: Advisors Assistant

17

Ebix, Inc.: SmartOffice

22

Goldmine, a division of Heat Software, Inc.: Goldmine Premium Edition

27

Intellect SEEC: Digital Distribution Suite – Pipeline Management

31

Microsoft Corporation: Microsoft Dynamics CRM

35

NexJ Systems Inc.; NexJ Contact for Insurance

40

Pegasystems Inc.: Pega 7

45

Salesforce: Sales Cloud

50

SAP SE: SAP Cloud for Customer

53

Comparative Tables

58

Concluding Thoughts

63

Leveraging Celent’s Expertise

65

 

Support for Financial Institutions

65

 

Support for Vendors

65

Related Celent Research

66

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