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Experience with Microsoft Dynamics CRM

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Jean-Philippe Quin, Head of IT Business Services Transition at Lombard International Assurance, delivered at the Dynamic Business Event organized by Nerea & Microsoft on April 16th 2013 in Luxembourg

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  • 1. MS DYNAMICS CRM PROJECTLOMBARD INTERNATIONAL ASSURANCE S.A.Jean-Philippe Quin
  • 2. AGENDALombard Key InformationCRM - Business NeedsThe ProjectWhat we have built during the projectWhat was added afterwardsThe Future
  • 3. • Created in 1991 in Luxembourg• Pan-European (3rd Life Directive)LOMBARDKEY INFORMATION
  • 4. • Created in 1991 in Luxembourg• Pan-European (3rd Life Directive)• Sophisticated use of life assurance as an on-shoreestate/succession and tax planning solution• Focus on HNWI/ultra HNWIsLOMBARDKEY INFORMATION
  • 5. CONTINUOUS GROWTHAssets under Administration(€m)040008000120001600020000240002002 2004 2006 2008 2010 2012Continuous growthover 10 years
  • 6. • Created in 1991 in Luxembourg• Pan-European (3rd Life Directive)• Sophisticated use of life assurance as an on-shoreestate/succession and tax planning solution• Focus on HNWI/ultra HNWIs• Investment management: open architecture• Distribution: partnerships with private banks andindependent financial advisers - privatbancassuranceLOMBARDKEY INFORMATION
  • 7. PIONEER OFPRIVATBANCASSURANCE
  • 8. 0 500 1000 1500 2000 2500 3000Lombard*CardifSwiss LifeLa MondialeCALISogélifeR&VNatixisPELBaloiseNext 102,5451,6691,6951,0768066415844964143792,528MARKET LEADER SINCE 1999New Pan-European Business 2011 - Luxembourg Life Companies€mSource: Association des Compagnies d’Assurances du Grand-Duché de LuxembourgLombard has consistentlybeen the leader of theLuxembourg cross-borderlife sector since 1999* Lombard International Assurance only; does not include LIPCC
  • 9. CRM - BUSINESS NEEDS• Partners and Contacts Management• Sales Forecast Management• Performance Tracking• Pipeline• Events/Marketing Initiatives• Contact Reports
  • 10. THE PROJECT:ASSUMPTIONS• Adopt instead of adapt• Package• 0 code• Open for future developments and integration• < 100 m.d project
  • 11. THE PROJECT:STARTED WITH A POC• MS Dynamics CRM 2011/SalesForce.Com• 2 days to demonstrate product capabilities• Demo to the BusinessDynamics CRM 2011 was the outstandingsolution due to:• Functional coverage• Flexibility (customisation capabilities)• In premises native security• Integration capabilities with our systems• Confidence in Partner• Licensing Cost• Outlook Integration
  • 12. THE PROJECT:METHODOLOGY• Agile• Daily Scrum with Business SPOC• Weekly demo to the Business Sponsor• On the job knowledge transfer from Nerea to internalresource
  • 13. THE PROJECT:TIMELINE
  • 14. WHAT WE BUILT AT THAT TIME• A specific Sales WorkflowOpportunity created by MCThe rating has to be defined•1 - Pessimistic•2 – Realistic•3 - OptimisticActivities Tracked•Emails•Phone calls•AppointmentsApplication Form signed•The amount enteredrepresents what is stated inthe application formPCS receives theopportunity•The rating is automaticallychanged to «4 – LombardPipeline»PCS tracks the evolution•Documents•Actions•Premium Received byMoney InPCS closes the Case•Real premium receivedMC pipeline updated•Actuals as in PA System•Objectives are up to datebased on real values
  • 15. WHAT WE BUILT AT THAT TIME• Custom opportunity Forms
  • 16. WHAT WE BUILT AT THAT TIME• Custom Menus
  • 17. WHAT WE BUILT AT THAT TIME• Rich Reporting integrating CRM data
  • 18. WHAT WE BUILT AT THAT TIME• Marketing Templates
  • 19. WHAT WAS ADDED AFTERWARDS• CRM Opportunities are converted into “Cases”managed by Back Office• Case evolution updates the CRM opportunities status• New “Partner Reports” entities• Access through Blackberry devices
  • 20. AND THE FUTURE?• Mobility is key• Master Data
  • 21. Jean-Philippe QuinHead of IT Business Service TransitionJean-Philippe.Quin@lombard.luTel: +352 34 61 91 – 270Lombard International Assurance S.A.  Société AnonymeHead office: 4, rue Lou Hemmer  L-1748 Luxembourg  Grand-Duché de LuxembourgTHANK YOU
  • 22. This presentation was produced by Lombard International Assurance S.A. (“Lombard”). Its content isintended for informational purposes only and is not to be construed as a solicitation or an offer to buyor sell any life assurance product. Neither is the information contained herein intended to constitute anyform of legal, fiscal or investment advice. It should therefore only be used in conjunction withappropriate independent professional advice obtained from a suitable and qualified source. Norepresentation or warranty, whether express or implied, is made in relation to the accuracy, completenessor reliability of the information contained herein, except with respect to information concerningLombard or its group companies. All information in this presentation is based on Lombard’sunderstanding of the laws of Luxembourg and of any other jurisdiction referred to herein, as in force atthe date of this presentation. Lombard is not liable for the consequences of any change in law orrevenue practice arising at any time close to or after the date of the presentation.Lombard is part of the Friends Life group and its head office is registered at 4, rue Lou Hemmer,L-1748 Luxembourg, Grand-Duché de Luxembourg, telephone +352 34 61 91-1. Its registered branchoffice is located at Rämistrasse 8, CH-8001 Zürich, Schweiz, telephone +41 44 269 91 00. Lombard isregulated by the Commissariat aux Assurances, the Luxembourg insurance regulator and, exclusively forits Swiss branch office, by the Swiss Financial Market Supervisory Authority (FINMA) in Switzerland.Copyright © 2013 Lombard International Assurance S.A. This presentation may not be reproduced inwhole or in part or circulated to persons other than the attendees of this presentation withoutLombard’s prior written consent.DISCLAIMER
  • 23. LOMBARD INTERNATIONAL ASSURANCE S.A.Société AnonymeHead office4, rue Lou Hemmer • L-1748 Luxembourg • Grand-Duché de LuxembourgTel +352 34 61 91-1 • Fax +352 34 61 90 • www.lombard.luR.C.S. Luxembourg No. B37604 • IBLC LU 15902470Zurich branchRämistrasse 8 • CH-8001 Zürich • SchweizTel +41 44 269 91 00 • Fax +41 44 269 91 01 • www.lombard-swiss.chGeneva officePlace du Molard 5 • CH-1204 Genève • SuisseTel +41 22 888 13 13 • Fax +41 22 310 57 07 • www.lombard-swiss.chMember of the Friends Life group

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