Despite the continued failure of many CRM implementations worldwide, WebSoft has successfully completed the implementation of its customer relationship management solution (WebCRM) into insurance broking giant Glenrand MIB.
Taking only six months to complete, the system has been successfully implemented at 13 Glenrand MIB branches throughout SA.
E-business enabler, WebSoft, has developed a range of software solutions for various industries and markets with a number of recent successes in the insurance industry.
"We believe the successful implementation of our CRM solution at Glenrand MIB is due to a phased approach to the project. This implementation successfully completes phase one with additional phases to come. We believe this has greatly assisted in user adoption of the solution," said WebSoft CEO Joao Frasco.
Fundamental to the implementation was the involvement of management from Glenrand MIB, which had a clear vision of its CRM requirements and was actively involved in the process.
Said Glenrand MIB Executive Director Mike Ryan: "It was essential that the chosen CRM solution met with the requirements of our various business units. We required a CRM solution that could effectively manage and improve relationships with prospective and existing clients. One of the ways in particular was to record all client information and interactions in a single screen so that account handlers could maximise on cross-sell opportunities."
In order to effectively assist the implementation process, WebSoft met frequently with Glenrand MIB ensuring system customisation met with its unique requirements.
"It was essential that we worked with a service provider who had a good understanding of the insurance industry. We met with WebSoft on a weekly basis ensuring problems were quickly ironed out. Our CRM initiative would have certainly failed had we not had this process in place," said Ian Logan, Director of Strategic Development at Glenrand MIB.
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