Microsoft Dynamics CRM 2011 helped Star Union Dai-Ichi Life Insurance streamline its customer service process leading to quicker customer query management. Previously the process was manual, resulting into longer response times and increased stress on the back office. Microsoft’s Dynamics CRM 2011 helped the company in auto-assigning cases, empowering the agents with customer information at the fingertips and thereby enhancing the overall internal efficiency and increasing customer satisfaction.

1. Insuring customer
satisfaction with
Microsoft Dynamics at
Star Union Dai-ichi
Life Insurance

2. Registered in 2008 Star Union Dai-ichi
Life Insurance Company (SUD Life) is a
JV between Bank of India, Union Bank
of India and Dai-ichi Mutual Life
Insurance Company.

3. For SUD Life, the key
challenge was to put in place
IT that was flexible to develop
and deploy new applications
quickly.

4. Early in the day SUD Life
used a Call Management
System (CMS) to track and
manage customer queries.

5. This system however was restrictive with issues like
No access to
transaction
records, policy
information or details
when on call
No integration with
the website or SMS
for customer query
tracking
And manual
process that led to
errors

6. “We spent a significant amount of
time to service requests from any of
these channels. The customer service
team manually routed queries to the
back office and the resolution took
from two to three days.”
Sanjay Dhavalikar,
Senior Vice President ─ Operations and Customer
Service, Star Union Dai-ichi Life Insurance

7. To change the situation
SUD Life along with
Microsoft Gold Certified
Partner, Tata Consultancy
Services (TCS) selected
Microsoft Dynamics CRM
2011 for their CMS system.

8. And extended it to all customer
touch points like the contact
center, branches
offices, website, email and SMS
portals to capture customer
queries.

9. Assigning corresponding workflows
to appropriate teams dealing with
queries and complaints.

10. Integrating with the
telephone
infrastructure, and
automatically assigning
calls to free agents and
throwing up the
customer’s record on the
agent’s desktop.

11. Making changes to customer records
automatically and in real time by
connecting to the central database
of records.

12. And by connecting to the Integrated
Grievance Management System
(IGMS) agents could facilitate on-line
registration of customer complaints
and track current status.

13. With a renewed sense
of customercentricity, the
company saw immense
benefits, improving
overall customer
satisfaction.

14. Queries were now resolved
almost instantly with all the
customer information and
history readily available.

15. Leading to increased efficiency
with details like MIS reports,
information about the kind of
calls, type of service, issues etc.

16. Customers could call at
the contact center, or
use the login portal for
self-service saving
time, effort and visits to
the branch office.

17. And as a result, of this
new approach SUD Life
has been successful in
growing customer and
increasing business.

18. “Prior to Dynamics CRM, it took days
to resolve customer queries. Now queries
are resolved almost
instantaneously, thus reducing the TAT
and improving the satisfaction level of
customers.”
Manish Mimani,
Assistant Vice President,
Star Union Dai-ichi Life Insurance

19. Read in detail about
SUD Life’s story
Here

20. To know more about
Microsoft Dynamics
click
Here
Or Call our
Toll-Free number
1800-102-1100

21. © 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the
part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.