Situation
- A health insurance carrier spun off their sales team into an independent health and life insurance agency to sell multiple lines of health and life insurance products
- The new agency needed new sales systems to support selling the products of multiple carriers and wanted to streamline the sales process for their independent agents
- The organization had started down a path with a CRM system implementation but had not thought past the system design and development
- A month before the planned go-live, the prior CRM partner had not helped the client work through the deployment plan, training plan, support organization, data migration or the pilot group strategy
- The client initially engaged the team to do a rapid assessment of the situation and within one week the team completed a risk assessment with recommendations and a plan to help the client keep the project on track
- The team built a deployment team in partnership with the client, created a deployment project plan to guide the project and developed strategies to assist in user adoption of the new system
- Altruas provided oversight and guidance to the current training organization to develop classroom and web CRM training materials for the various user groups
- The team assisted in building the CRM support desk and helped train several of the support team members to assist agents in resolving common issues
- The team took ownership of the data migration from a custom lead management system and several different personal agent databases and migrated data to coincide with the agent training schedule
Solution
Benefits
- The client rolled out their CRM system to over 3,000 agents in five weeks and kept their promise to the agency to provide a new CRM system to support the company launch
- All agents received in-person, hands-on classroom training from the client’s CRM business and technical experts
- The team trained the client staff to be self-sufficient to administer and support CRM as well as migrate straggler agent databases
- The agent experience has been streamlined and agents are able to better manage their business
- The final implementation provided the client with a centralized platform, which will allow for detailed reporting that was previously impossible
