Objective
To address challenges in customer service and accounting, we implemented a comprehensive property-based insurance solution using Microsoft Dynamics 365 Customer Engagement (CE) for an insurance firm. The goal was to streamline operations, enhance customer interactions, and optimize service delivery through the integration of customized CRM and ERP solutions.
30,000
+
Hours delivered back to the business
100
+
SOX compliance in Settlement process automation
95
+
Success rate of bot case completion
6
+
For functional release of OBT, RTS and OGS
Challenges
- Fragmented Systems: The firm’s customer data and business processes were scattered across different systems, making it difficult to maintain accurate and efficient management.
- Customer Service Delays: A high volume of inquiries and service requests resulted in slow response times, negatively impacting customer satisfaction.
- Inconsistent Data Management: A lack of standardized data practices reduced the firm’s ability to generate actionable insights for strategic decision-making.
What solutions
Volyo provided
- Customized Unified CRM and ERP Platform:
We deployed and customized Microsoft Dynamics 365 CE to consolidate CRM and ERP functions into a unified system. This included the seamless integration of customer data, financials, and service operations, ensuring a single source of truth for all processes. - Tailored Customer Service Automation:
Leveraging Dynamics 365 CE’s Customer Service module, we developed custom workflows and automated responses to efficiently manage customer inquiries and service requests. By centralizing case management and implementing automation, response times improved significantly, driving up customer satisfaction. - Advanced Custom Data Analytics:
Using the customization capabilities of Dynamics 365 CE and Power BI, we created tailored dashboards and analytics solutions. These provided insights into customer behavior and preferences, allowing for data-driven decision-making and the personalization of customer interactions. This enabled targeted marketing strategies and optimized service offerings.
The Results
- Streamlined Operations with Tailored Processes:
Customizations to Dynamics 365 CE resulted in streamlined claims processing workflows, improving accuracy and reducing time to resolution. - Improved Customer Service:
The centralized and customized customer service management system drastically reduced response times and enhanced service quality, leading to increased customer retention and satisfaction. - Integrated and Customized Systems:
The unified platform, tailored to meet the firm’s specific needs, minimized manual data entry, reduced errors, and increased overall operational efficiency. - Data-Driven Custom Insights:
Advanced analytics, built within Dynamics 365 CE, enabled deeper insights into customer behavior, empowering the firm to offer personalized services and targeted marketing campaigns. This improved overall customer experience and engagement.
The technologies that we use to build solutions
Microsoft Dynamics 365 CE
JavaScript
C#
Azure
Power Platform
PowerBI
