Soluciones

Christian Podesta Project Leader

Liberty Mutual Argentina implemented Engage Business Solution focused on insurance producers

To develop a Producer Assistance structure with Engage Business Solution.

Problem solving

Selecting and implementing a system to relate with Producers that is able to manage all operations taking place between the company and its customers, while integrating it to current technology used.

Solution chosen

To develop a Producer Assistance structure with Engage Business Solution.

Implementacion features

- Focus set on insurance producer.
- An information search that eliminates the Alt+Tab shortcut.
- Basic customer assistance circuits.
- Incoming e-mails and (Lotus) Notes requirements.
- Qualification Opportunities Management.
- Tracing workflows for producer’s ABM.
- Analytical CRM
- Proposal, budgeting, policy, and transaction analysis.
- Control boards.

Benefits and results

- Unified customer perspective with centralized information.
- Support for cultural change within the organization.
- Result scrutiny for qualification and sale activities.
- Customer service workflows, management examination.
- Less frequent interaction with transactional systems: precise information at the precise moment.
- Automatic sending for massive e-mails.
- Decreasing on times to generate and distribute analytical information.

An efficient producer relationship management was achieved since implementation. Engage Business Solution platform enabled to carry out all tasks related to administrative and technical support for producer relationship management and their proper categorization according to portfolio and collection volume.
 This way it was possible to consolidate management information with Producers, automating the production of executive information.
 Engage successful implementation surpassed required timing and “accelerated other CRM stages”, explains Julieta Gómez Olivera, Liberty Seguros Marketing Manager.

History

Liberty Mutual group was created in 1912 in Massachussets, USA. It is a world-leading insurance broker, with more than 38.000 employees in more than 900 offices, providing insurance to six million people along the five continents.
 In more than 90 years of trajectory and growth has helped people get a better quality of life and compromised to keep bringing coverage, security and occupational health services daily all around the globe.

Liberty disembarked in Argentina with an initial investment of U$S 100 million. After nine years present in the country, it became a commanding firm with more than 370.000 insured, U$S 200 million paid in concept of Benefits and an operation network able to provide an integral coverage to every customer.
 After Argentinean economical crisis in 2001 it became necessary to count on a technological platform for producer assistance capable of managing the whole process, also aligned to the strategy Liberty Seguros had defined. That is why the personnel and technology responding to required autonomy and rapidity was so important.
 While selecting the management software, a total adaptability to the company’s needs, assigned budget and forecasted growth possibilities was primary. After a deep market sounding, Liberty Seguros chose Engage Business Solution, by Soluciones S.A and, in 2005, a team of high qualified professionals took the project implementation in charge, complying with goals and scheduling.
 Engage Business Solution brought a controlled and ordered management for the relation with every producer and significantly improved the information flow handling between different areas and managers. Therefore, it made possible to structure control mechanisms for the entire producers group, facilitating the production of consolidated decision-making information.
 A business key contributed by Engage Business Solution was the performance of all administrative and technical support related tasks with producers, and their proper categorization according to portfolio and collection volume.
 Engage Business Solution granted effectiveness in relation to the understanding of producers’ needs, so as to carry out concrete actions for new and better business. To answer their needs adequately and offer them reliable information was an essential matter for the company.