endsleigh insurance one solution across our business

our business  insurance intermediary –over 60 insurance partners  established 1965  head office in cheltenham  large sales operations centres in cheltenham, burnley and northern ireland  30 relationship managers working from remote locations  employees  dynamic internet presence

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endsleigh network

in partnership

our technology  microsoft based infrastructure –active directory –outlook / exchange –sharepoint –office –MS dynamics GP –MS office communications server 2007 –.NET development platform  large legacy system based on ibm iSeries  bt voice over ip integrated national telephony network

our issues  management of a complex and disparate group of entities –business to business prospects –partnership management two areas, same issues  allowing our 30 relationship managers and business development executives to work seamlessly within our systems from any remote location

our issues  manual processes which were error prone  administration and labour intensive  data and information not open  mixed communication channels  agents and partners work in different ways –different contractual arrangements –different systems to interface to  central knowledge management

our requirement  ‘out of the box’ solution –weren’t looking for a large development  multi-company  fsa compliance  multi-platform integration  support ‘light’  scaleable (and cost effective to scale !)  easily trained  lever benefit from existing technology (eg great plains)  demonstrable roi potential

our solution – what?  microsoft dynamics crm solution  integrated with MS dynamics,GP  integrated with iseries data

our solution – why?  a platform we understand  easily integrated –backend data –front-end applications (eg dynamics GP)  easily trained –familiar user interface –consistent approach  we are able to ‘start small’  low cost of entry  not resource intensive –existing hardware and network infrastructure  future potential and direction of the product

our solution – how?  developed in partnership with ciber uk –didn’t want in-house development but were looking to not be tied to a partner for support  4 day initial fact find process with partner  12 week development and implementation cycle with low impact on endsleigh development staff –design and creation of data mart to allow multi-platform data accessibility –integration of data with great plains –report creation and distribution mechanism  2 days training for users  1 day training for support staff –handover of all support functions

our solution – the pain  managing change in business  technical understanding  manage partners expectations  generally pain free

our solution – where are we now ?  Upgraded to CRM 4.0  Commission payments now fully automated  CRM integration with MS Dynamics, gp complete and operational  All relationship managers are able to access CRM remotely

what benefits have we achieved  the automation of our payment process has made for a more secure system  the automation of commission payments has improved the efficiency with front line sales staff  the automation of our payment process has boosted partnership business because of the confidence in our systems

what benefits have we achieved  MS dynamics CRM means that we now have a single source of information for customer activity  therefore the business can react more quickly to market change  MS office communications server integration with exchange diary allows us to view the whereabouts of our remote workers

what benefits have we achieved  MS dynamics CRM v4 has provided us with workflow that is imperative to the way that we carry out business in our new model  MS dynamics CRM v4 allows us to run different instances of CRM for one server and one database

futures  Microsoft is the Endsleigh corporate standard  Microcoft dynamics CRM to be applied to : complaints; SLAs and contracts  extend the use of CRM into other areas of the business which have different CRM requirements