ms dynamics hpg.pdf
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Microsoft Dynamics CRM
HPG Belgium manages total assets of 433 million euros inHPG Belgium manages total assets of 433 million euros inHPG Belgium manages total assets of 433 million euros inHPG Belgium manages total assets of 433 million euros in
life insurance thanks to Microsoft Dynamics CRMlife insurance thanks to Microsoft Dynamics CRMlife insurance thanks to Microsoft Dynamics CRMlife insurance thanks to Microsoft Dynamics CRM
HPG Belgium, founded in 2010, acts as a Master Broker for the
life insurance products of Prudential International Assurance
PLC, a 100% daughter company of the British Prudential Group.
The Prudential Group is a market leader in the life insurance
and pensions business in the United Kingdom and currently
counts 23,000 employees worldwide. HPG Belgium markets the
products mainly to wealthy end customers via a network of
about 200 brokers and has around 433 million euros in its port-
folio today. When HPG Belgium was founded, it was immediately
apparent that, in addition to the management of commercial
relations, the follow-up of complex financial files with the asso-
ciated legal requirements would demand a reliable administrati-
ve and CRM system. The quest for a suitable solution led to Mi-
crosoft Dynamics CRM, which was implemented by CRM part-
ner Travi@ta. In a strongly secure environment, HPG Belgium
now has a user-friendly platform that can grow along with the
company in the future.
Overview
Country:Country:Country:Country: Belgium
Sector:Sector:Sector:Sector: Insurance
Profile HPG BelgiumHPG Belgium, founded in 2010, commercializes the life insuran-
ce products of Prudential International Assurance PLC as a Mas-
ter Broker. The company manages total assets of 433 million
euros and works with around 200 approved brokers.
ChallengeHPG Belgium needed a reliable and flexible CRM system for the
follow-up of commercial relations with end customers and bro-
kers and the follow-up and administration of complex files and
commission calculations.
SolutionWith Microsoft Dynamics CRM, HPG Belgium found a reliable
and secure solution that was able to be flexibly adapted by CRM
partner Travi@ta to meet the specific needs of the company.
Benefits
• Certainty of a widely distributed CRM system
• Adaptability to specific needs regarding file administration
and commission calculations
• Secure system thanks to authorisations at user level and
Audit Trail
• Smooth implementation with extensive test phase
• User-friendly Microsoft working environment
• Sector expertise of CRM partner Travi@ta
The young company HPG Belgium, founded in 2010by brothers Guy and Peter Haentjens, acts as a Mas-ter Broker for the life insurance products (‘branch23’) of Prudential International Assurance PLC. HPGBelgium took over an existing portfolio from the for-mer Master Broker in Belgium and today managestotal assets of € 433 million, currently with four em-ployees.
HPG Belgium occupies a unique position on the mar-ket, explains Guy Haentjens, CEO HPG Belgium: “Weare neither a producer nor a broker on the consumermarket. You can best compare our role to that whichD’Ieteren plays on the Belgian automobile market.We are the exclusive chief importer of an insuranceproduct that is not brought to the end consumer byus, but by our approved brokers. HPG Belgium mar-kets the products of Prudential International Assuran-ce PLC via a network of around 200 approved bro-kers.”
Proper follow-up of multiple commercial
relations
The specific situation of HPG Belgium means that thecompany has to maintain commercial relations withseveral parties. Since the company was founded, itwas clear to Guy Haentjens that a reliable CRM sys-tem was indispensable in order to manage the con-tacts with end customers, brokers and Prudential it-self in a proactive way.
As a business consultant, Guy Haentjens has had first-hand experience with many software implementati-ons in the past. He therefore also had clear selectioncriteria in mind for the choice of a new CRM system:“We absolutely needed a solution that was alreadywidely distributed on the market: I knew indeed thatthis could have a positive influence on price, reliabili-ty and continuity. Microsoft Dynamics CRM is increa-singly successful on the market and satisfies thisprerequisite”, explains Guy Haentjens.
www.traviata.be
+32 (0)2 721 88 80
Extensive test phase during implementation is
key to success
HPG Belgium chose Travi@ta as CRM partner. Thefirst steps in the implementation took place in Roese-lare because the company has its registered officethere and the offices in Overijse still had to be ope-ned.
In an initial phase, Travi@ta carried out an extensivefunctional analysis of the processes that had to bemanaged in the future system. A technical analysisand the necessary adjustments to the standard soft-ware followed.
After the technical developments, Travi@ta importedthe data from Prudential's IT system, followed by athorough integrity check.
Guy Haentjens: “The extensive test phase at the endof the implementation was undoubtedly the reasonwhy we were able to go live without any problems inFebruary 2011. The contribution of the Travi@ta em-ployees was essential in this.”
CRM as an instrument for sales and relationship
management
According to Guy Haentjens, as in every organisation,Microsoft Dynamics CRM plays a primary role as aninstrument for sales and relationship management.The value of the system lies mainly in the immediateaccess that it offers to information regarding brokersand end customers.
“With HPG Belgium, the end customer goes for an in-vestment of on average 80 to 100,000 euros. He con-sequently has certain expectations concerning thecommercial relationship with his financial adviser”,states Guy Haentjens.
Complex file management and Case
Management via Microsoft Dynamics CRM
The use of Microsoft Dynamics at HPG Belgium goes alot further than relationship management. CRM part-ner Travi@ta performed in-depth adjustments in thesystem so as to allow full administrative managementof the policies.
For this purpose a large number of new screens werecreated in the system. A great many names are asso-ciated with each file, since each policy can involve upto 4 holders and 10 insured parties. In addition, everyfile must be stored up to five years after the end ofthe relationship with the customer.
“Given the complexity, in our sector you simply cannotcope without a powerful relational and administrativeCRM system. Due to the fact the all file information iscentralised in Microsoft Dynamics CRM, we are able
to work very smoothly while losing a minimum of ti-me”, explains Guy Haentjens.
Customers request regular service interventions -such as partial redemption - for their file. Such inter-ventions entail quite a number of administrative obli-gations, like collecting a copy of the ID card, proof ofaddress, etc. However, the implementation of Micro-soft Dynamics CRM as a Case Management Toolkeeps time loss to a minimum for HPG Belgium.
Connecting with the financial system and
commission calculations
All commission calculations for the brokers take placein Microsoft Dynamics CRM. Travi@ta provided a con-nection with the accounting package Popsy. Commis-sion calculations can thus be immediately convertedinto payment proposals for the brokers, which repre-sents a substantial time saving for the administration.
Audit Trail
For a company such as HPG Belgium which handlessensitive financial information, not only is access to
“Given the complexity, in our sector you
simply cannot cope without a powerful
relational and administrative CRM system.
Due to the fact the all file information is
centralised in Microsoft Dynamics CRM, we
are able to work very smoothly while losing a
minimum of time.”
Guy Haentjens CEO, HPG BelgiumGuy Haentjens CEO, HPG BelgiumGuy Haentjens CEO, HPG BelgiumGuy Haentjens CEO, HPG Belgium
information a key factor, but information security isalso of the utmost importance. Prudential itself sub- jected Microsoft Dynamics CRM to a thorough investi-gation prior to start-up and was impressed with thesystem.
Guy Haentjens: “In Microsoft Dynamics CRM, an AuditTrail function has been built in which allows us to fol-low up which user has carried out certain transacti-ons or has responded to requests at which time. Thisgenerates interesting information regarding for exam-ple processing times and frequently occurring re-quests. In addition, extensive authorisations can beestablished for all users, whereby you can preciselycontrol who gains access to what information.”
Increased efficiency and security
Even for a smaller organisation such as HPG Belgium,a CRM system appears to be a valid investment. GuyHaentjens: “You must see CRM as a way of keepingsalary costs under control. In addition, it gives a com-pany increased security: All information is in the sys-tem and when a key person leaves the company, bu-siness can carry on.”
HPG Belgium achieves the same security and flexibili-ty by hosting all its software applications externallyand working in a Virtual Office environment.
Cooperation with Travi@ta will continue in the
future
HPG Belgium is impressed by the quality of the analy-sis work carried out by Travi@ta. “They provided uswith people who are highly experienced in the financi-al world. They were truly able to think along with us.Today, with them, we are looking into possibilities toallow our external staff to use the system on- and of-fline and to set up a self-service portal for brokers.The integration of an email-marketing tool is also anapplication that is currently in the study phase. Theextension of the assortment with new suppliers iswell under way and we anticipate few problems regar-ding the integration of these products into our exis-ting system”, concludes Guy Haentjens.
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Travi@ta
www.traviata.be
+32 (0)2 721 88 80
For more information
For more information about the Microsoft products and
service described, call +32 (0)2 704 30 00 or visit
http://www.microsoft.be/cases, where you will find
details of other companies that use similar types of
applications.
For more information about Travi@ta, visit
www.traviata.be, or call +32 (0)2 721 88 80.
For more information about HPG Belgium, visit the web
site www.hpgb.be or call + 32 (0)2 609 08 40.
www.traviata.be
+32 (0)2 721 88 80