Insurance firm rolls out Microsoft Dynamics CRM

ING Insurance Bhd aims to achieve one million active retail policy holders by 2009 with the rollout of Microsoft Dynamics CRM.

Retail financial services head Rien Hermans said: "We will achieve this (target) by better understanding and segmenting the needs of our customers through the use of CRM tools."

Microsoft business marketing director Christopher Yong said the Microsoft CRM, which is costing between RM2mil to RM3mil to implement, will be deployed to all frontline customer service contact points within ING by October.

ING's retail segment generates about 85% of the company's business while life insurance products contribute some 75% of new premium income. The company expects new premiums this year to grow by 20% from the 13.8% expansion achieved last year.

“With the deployment of Micorsoft's cutting-edge technology in ING, it will certainly be 'the tool' to re-engineer our system processes to deliver our key goal and vision to deliver a single 'One Stop Service' across all our retail business lines with the one single view of the customer,” Hermans said.

He added that he hoped the implementation of the solution would attract its customers to purchase its insurance products outside life insurance such as car insurance.


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