santam invests in dynamics crm to manage their client care centre

Project Sheet 23 August 2015

Santam invests in Dynamics CRM to manage their Client Care Centre

Property of Mint Management Technologies 2015

www.mint.co.za [email protected] +27 (0) 11 856 4400 @mint_consulting

Santam is a South African Insurance Company who first opened their doors in 1918 in Cape Town. With assets totalling more than R17 billion, a countrywide, world-class contact centre infrastructure, a thriving intermediary network and more than 650 000 policy holders, it's no wonder that Santam is South Africa's leading short-term insurer. Santam considers their broker relationships to be one of their core strengths, and continues to promote it as a channel of choice to their clients. Clients are however provided with multiple points of access, so that they can deal with the organisation in the way that their clients feel most comfortable. Santam’s need to manage and report on all complaints received, across all business units lead to the establishment of the Client Care Project.

“We have transferred our business to CRM in January 2014. We required a system that was flexible, user friendly, could integrate with our various systems currently in operation

across business and would allow us to monitor and report on TCF requirements. CRM offers all of the above and so much more. We could not be happier with the system.” Jeanne

Hamman – Client Care Manager Santam

About the Client


• A single view of complaints (across all business units and outsourced business underwritten by Santam)

• National reporting requirements (across all business units and outsourced business underwritten by Santam)

• Automated routing based on business rules• Real-time insight (via dashboard).

Requirements


Santam required a solution to help them to adhere to new national regulatory guidelines called TCF “Treat Customers Fairly”, as from 1 January 2014. The solution was required to provide a holistic view of all complaints received from the various stakeholders that Santam engage with. The solution also needed to be scalable to cater to a wider view within the enterprise to include other Contact and interaction channels, as well as to align with other customer management projects in progress and new projects planned for the future. Microsoft Dynamics CRM 2011 was identified as the software of choice to manage these interactions.

Together with

Solution


• Administration of all web applications is done centrally and internally;

• A third party company is not required to update content;

• Authors are able to update the website content easily & on a familiar user interface;

• Users are able to search for and find information & documentation quickly and easily.

Benefits


Santam identified Mint as a leader in the Dynamics CRM arena and selected Mint as their partner of choice through an intense “tender process” for their first CRM project, whereby Mint’s ability to deliver and meet the valuation criteria was of paramount importance. Mint’s insights into Santam’s business processes through our on-site project manager has ensured continuity between the various customer focussed projects.

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Why Santam chose Mint

santam invests in dynamics crm to manage their client care centre

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