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Underwriting/quotation and customer relationship management with SAP CRM/Portal

SAP Customer Relationship Management (SAP CRM) application is an integral piece to the whole SAP for Insurance offering. SAP CRM not only helps you address your short-term imperatives – to reduce cost and increase your decision-making ability – but can also help to achieve differentiated capabilities in order to compete effectively over the long term.

SAP CRM, powered by SAP NetWeaver, provides a complete portfolio of preconfigured, customer-centric business scenarios – enabling you to increase the quality of your customer interactions and drive innovation. Plus, a variety of deployment options offers the flexibility you need to adapt to changes and leverage your current IT investment.

SAP Customer Relationship Management (SAP CRM) includes features and functions to support core business processes in the following areas:

  • Marketing – Analyze, plan, develop, and execute all marketing activities through all customer interaction points. This central marketing platform empowers marketing professionals with complete business insights – enabling you to make intelligent business decisions and to drive end-to-end marketing processes. Quickly deploy marketing functionality in an on-demand model and transition to SAP CRM as business needs evolve.

  • Sales – Maintain focus on productive activity to acquire, grow, and retain profitable relationships with functionality for sales planning and forecasting, territories, accounts, contacts, activities, opportunities, quotations, orders, product configuration, pricing, billing, and contracts. Quickly deploy sales management functionality in an on-demand model and transition to SAP CRM as business needs evolve.

  • Service – Reduce the cost of service while enhancing customer satisfaction with support for sales and marketing for service; service contract management; customer service and support; return and depot repair; field service management; warranty and claim management; installation and maintenance; parts logistics and finance; and service analytics. Call centers, field service, and e-service provide various flexible delivery options. Quickly deploy service functionality in an on-demand model and transition to SAP CRM as business needs evolve.

  • Partner channel management – Attain a more profitable and loyal indirect channel by managing partner relationships and empowering channel partners. Improve processes for partner recruitment, partner management, communications, channel marketing, channel forecasting, collaborative selling, partner order management, channel service, and analytics for partners and channel managers.

  • Interaction center – Maximize customer loyalty, reduce costs, and boost revenue by transforming your interaction center into a strategic delivery channel for marketing, sales, and service efforts across all contact channels. Activities such as telemarketing, telesales, customer service, HR and IT help desk, and interaction center management are supported.

  • Web channel – Increase sales and reduce transaction costs by turning the Internet into a valuable sales, marketing, and service channel for businesses and consumers. Increase profitability and reach new markets with functionality for e-marketing, ecommerce, e-service, and Web channel analytics. Deploy these capabilities directly against SAP ERP or with SAP CRM as a fully integrated customer channel.

  • Business communications management – Improve contact center and communication dependent business process effectiveness and reduce costs through SAP Business Communications Management – an all-software, IP-based communications solution, natively integrated with SAP CRM. Whether customers contact your company by phone, e-mail, chat, text message, or fax, SAP Business Communications Management routes the contact to the right person with the right skills, whether the person is in the office or working remotely – all without the need for costly, cumbersome hardware-based communications systems, significantly reducing total cost of ownership. Manage inbound and outbound contacts across multiple locations and communications channels effectively and efficiently. By integrating multichannel communications with your customer-facing business processes, you can provide your customers and partners with a smooth, consistent experience across all avenues of contact, including voice, text messaging, Web contacts, and e-mail.

  • Real-time offer management - Advanced recommendation engine that optimizes any decision-making process across all customer interaction channels, enabling you to take the most appropriate next action to enhance customer relationships and maximize your customers' lifetime value. There are much powerful functionality listed above but one in particular – Marketing – will bring high value from day 1 of the adoption of SAP for Insurance Solution.