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Snap Poll on Customer Relationship Management Systems

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8 November 2021
Karlyn Carnahan
Dan McCoach Andrew Schwartz

Available Only for Members of the NA Celent Insurance Research Panel

Abstract

Snap polls reflect questions posed by members of the Celent Executive Research Panel, a group of C level executives in the insurance industry. This question came about from a member who is contemplating implementing a CRM solution and wanted to learn from the experience of others who have experience. This deck provides a summary of the responses to a Snap Poll conducted October 25 – November 1, 2021. 36 Insurers responded to this survey over the course of 5 days.

The question that was posed was:

Background:

This insurer is considering implementing a new CRM solution. The CIO would like to receive information on the size of the effort, the need to select a solid partner to help with the implementation, and theimportance of taking the time to do the upfront work to make sure they get the customer record structure and business rules correct up front. As he puts it, “Going back and redoing that stuff is painful and expensive! We need a solid foundation to allow us to move forward more rapidly with customer facing initiatives.” They’re hoping to get some data points from others who have been down this path before so that they can present the information to the business prior to finalizing the decision.

Questions:

•Do you have a customer system of record / CRM system?

•If yes which system? Salesforce, Microsoft Dynamics, Other / Homegrown?

•If Salesforce or Dynamics:

–Did you use an SI, internal resources, or both to implement?

–If an SI, who did you use?

•How long did it take to implement?

•What kinds of things are you using it for (e.g. straight CRM, agent portal, etc.)?

•What 3rd party systems did you integrate with (Guidewire, Duck Creek, etc.)?

•How much effort did it take on your end (number of people)?

•Did you roll it out enterprise wide or by business unit?

•Did you receive the anticipated business value from your choice?

•Do you perform ongoing maintenance in house or through a business partner?

•Any lessons learned?

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