CRM pour les entreprises du secteur de l'assurance
Insurance Industry: Efficy has AMMA Covered
AMMA is a Brussels-based mutual Insurance company that was founded in 1950.
As the largest provider of Healthcare Professional Liability and General Liability Insurance solutions in
Belgium, the company serves 33.000 physician and health professionals via a direct sales and broker
The Company is constantly working to optimize the customer experience of its policy
owners/stakeholders, and it has been using Efficy as an on-premise CRM solution for the past 7
AMMA runs a Microsoft Windows environment that includes a legacy “Talk” back-office that has been
customized over the years, as well as the Agresso Unit4 ERP system.
AMMA manages a vast number of forms, policies, contracts, and other documents. The company wanted
to replace its manual, paper-intensive processes to deliver faster and more transparent customer
experiences at lower cost.
This required sharing information seamlessly across departments in order to optimize operations --
from customer acquisition and policy administration, to client servicing and claims management.
The adoption of Efficy is part a long-term plan to move toward a “Paperless Office” that’s designed to
optimize customer service in an information-intensive organization.
Within AMMA, Efficy CRM supports all communication tasks that are associated with policy operations. As
such, it touches on the activities of everyone in the company in functions ranging from customer on-
boarding to claims adjusting and processing, as well as billing.
Efficy’s unique data model and protocol links all policy and contract documents to entities, such as
Contacts, Documents, Tasks, Cases and Opportunities. “Everything here must be converted into a
task”, says JeffreyChmielecki, Business Analyst.
The platform automatically converts emails, policy and claims documents into task workflows without
The use of Efficy CRM provides internal and external customers with a more professional level of service
across the full scope of functions:
Operations and Administration:
This department receives all copies of emails, mails, documents and fax messages, scans them and
uploads them into Efficy. It automatically classifies, extracts and validates structured and unstructured
information via a touchless process.
These documents are automatically linked to the various Efficy entities, providing a single view of all
these documents and ensuring that everyone works in the same manner.
Efficy distributes insurance solutions and services via two channels:
A Direct Sales department engages customers directly. Efficy assists marketing efforts by
providing a comprehensive view of the customer base, helping sales keep a constant eye on
potential customers, generate contextual upsell and cross-sell offers, and manage leads. This
department relies on the email marketing platform of Flexmail, an Efficy partner, for launching
targeted campaigns and following up with outbound telemarketing activities.
A Medi Brokers Solutions department supervises relations with the brokers network.
All contracts and claims administration workflows are managed within Efficy, in conjunction with
AMMA’s Talk proprietary back-office management system that is used for managing policies.
AMMA employees can view customer information across multiple business functions, processes and
channels. This facilitates collaboration, improves underwriting productivity and enables faster claim
The company now gains exceptional control and visibility into the claims process. Claims are received
and reviewed automatically, eliminating bottlenecks and streamlining the processing of all documents
associated with a policy – including correspondence, photographs, expert proposals, and doctor
Over the years, Efficy has helped meet AMMA’s specific requirements by integrating the CRM platform with
the company’s legacy systems, for example by customizing synchronization with the Talk back-office
system and with external workflows, and by providing access to such external databases as FMC.
Policy Efficy’s a centralized CRM solutions is based on a unique data model and protocol. Policy and
customer data is used consistently throughout the company, enabling information sharing across all
departments and managerial functions. People can find information intuitively and from multiple access
Specifically, AMMA has made gains in significant gains in case resolution times, while reducing
operational costs that are associated with marketing and the processing of claims.
In the long term, the company plans to extend its use of Efficy CRM document management capabilities to
a more corporate and strategic level, and beyond insurance policy marketing and processing activities.
If you need more informations : www.Efficy.com