Oracle CRM Implementation for a

Leading Insurance Company

ATTENTION. ALWAYS.

THE CUSTOMER

THE CHALLENGE

The customer is one of the leading insurance companies in the Middle Eastern region offering personal and corporate insurance policies. Some of their diverse solutions, tailor-made to their customers’ preference, include insurance for life, motor, health, housing, accidents, medical malpractice, fidelity guarantee, travel etc.

The customer’s new insurance products comprised of separate policy plans with appropriate plan and class IDs for reference. They received these policy purchase request via their web sales, e-portal and other customized applications managed by a primary Oracle Siebel CRM application.

Their old CRM framework was plagued with some of the preliminary issues related to environment syncs, customer profile creation, timeouts and EIM tables (the intermediary table between the base table in Siebel database and other databases). They were in need of a major restructuring effort of their existing CRM with effective interlinking and added features. They also wanted a 24*7 application support to ensure a smoother operation in the future.

THE SOLUTION

Aspire team worked on

improvising the EIM tables

so that the policy imports

are done much faster into

the CRM. Modified the

customer creation service

to ensure an efficient

system for adding new

customers to the system.

Aspire’s team took up the task of developing and supporting a brand new CRM application using Oracle Siebel from the scratch as per the business requirements and expectations of the customer. This renewed application helped the customer to close the process-flow mishaps and ensure smooth operations for their overall business process effectively.

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Aspire’s team analysed their then-existing system, elaborated the defects of the customer’s Siebel structure and laid out the transformation plan for a new application.

The team worked on improvising the EIM tables so that the policy imports are done much faster into the CRM.

Modified the customer creation service to ensure an efficient system for adding new customers to the system.

Developed dedicated service features that ensured easier process automation in the CRM.

Analysed the Service Request timeout issue and tracked it back to the faulty table in the database.

Worked on SQL reports to reform a key policy page that was struck at the EIM table.

Aspire’s team offered to take up the 24*7 maintenance of the application thereby offering the customer an all-round solution to the customer.

Solution in detail

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BEST PRACTICES 1

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As a reform for the existing rampant timeout issues from the customer’s side, Aspire’s team suggested addition of new servers to distribute the load and facilitate faster executions.

Created a system that generates automatic SMS notifications and schedules reports to the policy holders when a new product gets introduced in the CRM.

Helped the customer in implementing a new tool in the CRM that is designed to identify the issues from within.

Implemented a daily CRM payments report creation routine that sends weekly mails to the registered policy holders for tracking their policies status.

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RESULTS & ROI

FUTURE IMPACT

Aspire’s disciplined, continuous efforts to understand, re-structure and support the client’s primary application will ensure enhanced scalability, reliability and efficiency as they grow.

Aspire’s design re-structuring solution fixed several key issues in their application and decreased the down time by 90%.

The solution made the customer’s CRM application to be up-to-date with the latest insurance standards and this improved the overall efficiency by 70%.