Document listing Key Features Of web based software Infoman eCRM for Insurance Renewal. Helps dealers to boost up Insurance Revenue from their dealership

1. KeCRMey Features of INFOMAN® - eCRM (Insurance Renewal Module)
Following are some of the indicative features / benefits of INFOMAN®–eCRM (Insurance Renewal
Module) for tracking and selling of Vehicle Insurance through the dealership’s own Call Center –
Selling through the Call Centre: With eCRM, the role of Field Sales Executives for Insurance
Renewal Sales will be minimal. As the complete Insurance Renewal Sales is coordinated / managed
through the Call Center. This makes the complete operation more manageable. It also increases the
security of data, as the data does not go out of Call Center, and reduces direct selling Costs.
Visibility of complete follow up activities at all levels - Being an on-line, integrated
application, eCRM offers complete visibility of all the key follow up processes for Insurance
Renewal.
Automated SMS – Infoman eCRM can send automated personalized SMS to customers on
various occasions as given below, without any manual intervention. Delivery of status of
SMS will be available in the application itself
- Insurance reminder SMS
- Thanks SMS (For Insurance renewal done)
- SMS to field executives in case of appointment (with customer name, mobile &
address)
Automated Mailer to Customers – In case email id exists against customers, automated
emails can be sent to customers for Insurance renewal reminder.
Automated Mailer to Top Management – Important summary reports can be mailed to the
top management on a daily basis, so that they don’t need to login into application to see
some reports. These reports may be related to summary of follow up done on a daily basis,
conversion, pending cases, telecaller wise action taken etc.
Lower Attrition and Better Personnel Retention: As number of renewals done by each Tele
Sales Executive goes up, they will earn more incentives and that makes the job attractive to them
which leads to better retention. Even the Field Sales executives / Pickers share the Incentive, for the
number of cases closed or cheques collected. Obviously, this will help the dealership, in minimizing
the Recruitment and Training Costs, and increasing productivity, as the attrition rate is very low.
Low “Direct Selling Cost” per Policy: With better efficiencies achieved, Direct Selling Cost of each
policy (Salary + Incentive + Communication Costs + Conveyance Costs), will be about Rs. 90 - 100
lesser than the dealerships, which were not using INFOMAN® - ECRM Application, at their call center
for selling Vehicle Insurance Renewal.
Higher Productivity of Tele- Sales Executive: Each Tele- Sales Executive’s productivity is also
higher - when they are using the “Dialing” features of the INFOMAN® – eCRM Application, and are
dialing through the System.
Tele-Sales executives use “Hands-Free” instruments (with Head sets), with the record of the
Customer open in front, when making the call. This enables them to make even up to 80-90 calls per
Executive, per 8-hour shift. As the customer record is open in front of them, they re-confirm the

2. Address and other contact details (especially mobile & e-mail), and update the same,
simultaneously, while speaking with the Customer.
Process Driven Working: As the working becomes Process Driven, clear workflow has been
defined, which reduces the chances of slip-up and mistakes. Every person knows the role they are to
perform. The ACS’ INFOMAN® - eCRM generates, exception reports, which help the Center Manager,
focus on exceptions. eg. A list is generated of the Payments to be collected by the Pickers / Couriers,
every day, which they get in the morning, for collections from the Customers who have purchased
Renewals.
Building e-mail and Mobile Database for future use: We recommended all our customers to
build e-mail database and Mobile numbers for auto reminders, through e-mails & SMS. Emails are
the most cost-effective mode of communication.
Sending Personalized SMS: Incase the dealership has taken the SMS Engine Integration, with
INFOMAN®–eCRM, they can send personalized SMS’s to customer reminding them about insurance
renewal due. We can include Customer Name, Vehicle Registration Number and model etc. while
sending SMS.
Increase in Customer Satisfaction Level: In a manual system, dealerships will contact the
customer from all the locations wherever data is available, to do an insurance renewal. As a result
customers get multiple calls from the same dealerships. In case of ECRM, data from various sources
will be consolidated at one place after checking the duplicity. Hence one customer gets only one call
from the dealership.
Better Results achieved with much smaller team of Tele Sales Executives, WITHOUT the
need for Field Sales Executive: As the complete Insurance Renewal Sales is done through the Call
Center, this enabled the dealership to have a much larger coverage, compared to the dealership
which is working with a team of Field Sales Executives. As each Tele-Sales Executive was able contact
3 to 4 times more prospects, in a single day
Two key benefits this method of working resulted in, were –
‐ A smaller team meant much lower personnel expense, and lesser monitoring resource
requirements.
‐ Secondly, much better security of Customer Data, as the data does not go out of the Call
Center.
More Opportunities: The dealership has a platform for generating more opportunities for their
Insurance Renewal Business. Presently the dealership works mainly with its existing Customer list.
INFOMAN® - eCRM gives them an option to work with other lists. These may be potential Customer
lists, obtain from different sources – eg. Member List of Prominent clubs, RTO etc.
The Dealership can upload these in their Call Center database, and have their Call Center Executives
speak with them to explore the possibility of there being a requirement for Products / Services that
the dealerships is offering.