Client Name / Logo
When customer insights translate into business value in practice
The company is a well-established insurance firm that has spent years building strong customer relationships through personalized advice and a high level of service. As the business grew, so did the need for structure, collaboration, and access to the right information at the right time. The goal was clear: to create a cohesive customer journey where every interaction builds on previous conversations and where the organization can work more proactively and data-driven.
Challenge
Despite a clear digital strategy, day-to-day operations were characterized by multiple parallel workflows. Customer information was scattered across different systems, making it difficult to get a complete picture of the customer relationship. A great deal of time was spent on manual tasks and follow-ups, while collaboration between sales, customer service, and claims handling lacked common processes and tools.
The biggest challenges were related to:
- Fragmented customer data and limited visibility
- Manual tasks that took time away from customer interactions
- Difficult to track deals, tasks, and customer engagement
The Solution
Together with Releye, the company took a holistic approach to its CRM support. A solution based on Microsoft Dynamics 365 was implemented, with a focus on Customer 360 and a cohesive way of working across the entire organization. Through tight integration with Microsoft 365, a natural workflow was created where CRM, email, documents, and collaboration are seamlessly integrated into daily operations.
Using the Power Platform, core processes were automated, reducing manual work and ensuring high quality at every step. The solution was designed to be scalable, user-friendly, and tailored to the insurance industry’s requirements for security and compliance.
The result
Following the implementation, the organization achieved a whole new level of transparency in its customer relationships. Employees now work with a shared view of the customer, where history, ongoing cases, and business opportunities are available in real time. This has led to faster processing, better collaboration between teams, and more data-driven decisions.
The most significant effects were:
- A unified view of the customer across the entire customer journey
- Shorter processing times and more efficient processes
- Improved collaboration between sales, service, and claims
- A more personalized and seamless customer experience
Summary
By combining Microsoft’s platform with Reley’s industry expertise, the company established a solid foundation for future growth. CRM became not just a system for operational support, but a strategic tool that strengthens relationships, streamlines workflows, and delivers real business value.
Similar customer cases
No results match the selected filters.
Your Insurance Policies
Read more
Contact us today
Or call us at +46 8 55 80 25 08