Improved communications, more responsive, consistent service
Built on Microsoft Dynamics CRM, LandscapeCRM is an innovative, adaptable channel management solution for insurers who are looking to communicate with and service their customers and brokers more dynamically and effectively. For direct writers, LandscapeCRM delivers a unified view of customer information and interactions, enabling staff to share information, proactively identify opportunities to cross-sell or upsell other relevant products and deliver more consistent, personalised service to their customer base.
By integrating seamlessly with Landscape, customer, policy and claims data can be shared and synchronised across the two systems. This provides insurers with access to more detailed management information than would typically be available in a traditional CRM solution. For example, customer activity in Landscape can automatically trigger an appropriate workflow task in LandscapeCRM such as inclusion in a relevant marketing email campaign.
By providing embedded quote and buy functionality including call centre scripting, LandscapeCRM also helps improve the productivity and effectiveness of insurers’ call centre operations by ensuring that staff have access to the right information when they are talking to customers.
A single real-time view of broker relationships
In many insurance organisations, broker information is captured and stored in silos across the different lines of business with little integration to create a consolidated view of the broker’s relationship with the insurer. This makes it difficult for insurers to obtain a comprehensive real-time view of how their brokers are performing.
LandscapeCRM allows insurers to capture and manage broker information from all areas of the business in one central repository, providing instant access to up-to-date broker contact and contract information, a full history of insurer-broker interactions and incoming requests and leads.
By providing a single source of information for all broker activities, LandscapeCRM helps insurers manage their brokers in a more responsive and quality-driven way as well as enabling them to build a better understanding of brokers’ individual needs, behaviours and preferences in order to identify ways of improving levels of service.
Visual dashboards based on pre-defined key performance indicators (KPIs) in LandscapeCRM also deliver real-time information about how an insurer’s brokers are performing, presenting a clear and accurate picture of who the top performing brokers are. This allows account managers to improve revenue streams by acting quickly on relevant opportunities to increase volumes of business through the broker channel.
More effective results-driven marketing
LandscapeCRM also allows insurers to run more focused marketing campaigns by providing the data and tools to help target specific customer or broker segments with relevant products and services. Additional client or broker data such as marketing lists can also be imported from external sources for use in campaigns.
LandscapeCRM manages the entire campaign lifecycle and can drive closed-loop execution by tracking responses to every campaign. The effectiveness and return on investment (ROI) of the campaigns can be accurately assessed through the generation of real-time reports based on key performance factors such as response rates, cost per response and lead conversion rates.