Dubai Insurance Company rolls out Sage CRM
Sage CRM and Voxtron contact centre application improve call handling and productivity
Dubai Insurance Company (DIC) has deployed Sage's CRM solution, to improve customer service and reduce costs.
The solution, which includes a sales module feature, has allowed DIC to increase the number of calls it handles each day by 150%, and to increase productivity.
Reggie Fernandes, regional director of Sage Middle East, commented: "The Sage CRM sales module provided the team at DIC with instant access to vital customer data, which then increased productivity through the automation of key aspects of the organisation's sales cycle."
The three-part project, which began in October 2013, gave DIC the capability to increase its motor renewals ratio by up to 58% in the first six months since the programme was launched. Sage CRM has also allowed DIC to serve more customers faster as they were able to handle an additional 50 calls per day, while reducing call durations by 40%.
Insurance specialist Voxtron Middle East (VME) implemented the Sage CRM solution, and also integrated it with a Voxtron Contact Centre application.
P. Thomas, CEO of Voxtron Middle East said: "Implementation of CRM application is not a challenge, but making the project successful is an achievement, for which one requires domain expertise, a powerful solution like Sage, availability of trained local resources and the most important motivated customer like Dubai Insurance."
Saif Saeed, Head of Customer Service Department of DIC added: "By implementing the Sage CRM system, we saw a tremendous return on investment in our customer service centres. We were able to follow up on motor renewals 30 days prior to the policy's expiration. In addition, leads and opportunities became easier to track and follow up, allowing us to prepare solutions so we can better serve our customers."
Saeed mentioned that the Voxtron Contact Centre solution based on Sage CRM provided DIC agents added value in terms of the efficient time management of calls, as well as the convenience and speed in searching policies within the system.
"Our agents were able to share the same pool of data, which prevented conflicts and redundancy in quotes. Dashboards and reports also show live figures and up-to-date results," he said.