line-of-business applications—principally the broker repository called Azimut—was Marketing and Training Initiatives Aid another consideration in choosing Broker Recruitment and Retention Microsoft Dynamics CRM. Brokers representing AXA Belgium are not tied to the brand and often represent other insurance companies, which makes relationship management even more complex. Previously, AXA Belgium didn’t The integration capability ensures that business managers receive weekly automated reports on sales activity, which also assist in monitoring performance have a 360-degree view of brokers’ work or across the company. feedback on customer satisfaction related to the company’s products compared to Benefits other brands. Through the CRM system, it The success of the AXA Belgium MARILYN can support independent brokers more CRM tool is best judged by the increase of effectively with targeted marketing visits by business managers to the network campaigns, and offer them more of brokers and dealers throughout Belgium. opportunities for training and personal The solution extends far beyond its original development. purpose of performance management. It is helping to develop marketing and Now is also regular reporting into head distribution planning and improving office, and, as a result, the quality and communication between brokers and AXA frequency of communication between head office. business managers and brokers has improved. Jean-Claude Swalus says: Quality of Service Increases with CRM “Through CRM we’ve gained much better Solution insight into the work of our independent AXA Belgium has improved the efficiency brokers and bankers.“ and quality of its relationships with independent brokers. The company has the Knowledge Transfer Ensures AXA advantage of a powerful and up-to-date Belgium Manages CRM Efficiently CRM system in Microsoft Dynamics CRM, AXA Belgium has forged a strong business helping it to plan sales activities and partnership with Travi@ta in managing the coordinate marketing and distribution ongoing development of the MARILYN work. product. Jean-Claude Swalus says: “We now have While Travi@ta still maintains an on-site much better insight into the business and presence, the number of technicians has sales activities in the field on a daily basis. been reduced by half as AXA Belgium Information that resided in several handles more of the operational databases is consolidated into one system, management itself. There are now seven giving our business managers more time other insurance companies in Belgium for customer-facing interactions. using the Travi@ta CRM solution for Productivity has improved with Microsoft insurance. Dynamics CRM.”
line-of-business applications—principally the broker repository called Azimut—was another consideration in choosing Microsoft Dynamics CRM. The integration capability ensures that business managers receive weekly automated reports on sales activity, which also assist in monitoring performance across the company. Benefits The success of the AXA Belgium MARILYN CRM tool is best judged by the increase of visits by business managers to the network of brokers and dealers throughout Belgium. The solution extends far beyond its original purpose of performance management. It is helping to develop marketing and distribution planning and improving communication between brokers and AXA head office. Quality of Service Increases with CRM Solution AXA Belgium has improved the efficiency and quality of its relationships with independent brokers. The company has the advantage of a powerful and up-to-date CRM system in Microsoft Dynamics CRM, helping it to plan sales activities and coordinate marketing and distribution work. Jean-Claude Swalus says: “We now have much better insight into the business and sales activities in the field on a daily basis. Information that resided in several databases is consolidated into one system, giving our business managers more time for customer-facing interactions. Productivity has improved with Microsoft Dynamics CRM.” Marketing and Training Initiatives Aid Broker Recruitment and Retention Brokers representing AXA Belgium are not tied to the brand and often represent other insurance companies, which makes relationship management even more complex. Previously, AXA Belgium didn’t have a 360-degree view of brokers’ work or feedback on customer satisfaction related to the company’s products compared to other brands. Through the CRM system, it can support independent brokers more effectively with targeted marketing campaigns, and offer them more opportunities for training and personal development. Now is also regular reporting into head office, and, as a result, the quality and frequency of communication between business managers and brokers has improved. Jean-Claude Swalus says: “Through CRM we’ve gained much better insight into the work of our independent brokers and bankers.“ Knowledge Transfer Ensures AXA Belgium Manages CRM Efficiently AXA Belgium has forged a strong business partnership with Travi@ta in managing the ongoing development of the MARILYN product. While Travi@ta still maintains an on-site presence, the number of technicians has been reduced by half as AXA Belgium handles more of the operational management itself. There are now seven other insurance companies in Belgium using the Travi@ta CRM solution for insurance.
AXABelgium.docx