Industry Overview

The insurance industry is undergoing significant digital transformation to improve customer experience, streamline operations, and compete with emerging insurtech startups. Traditional insurers must modernize their technology infrastructure while maintaining regulatory compliance and managing complex risk assessment processes.

Client Background

A leading mutual insurance society required comprehensive transformation of their customer relationship management platform. The organization needed to modernize multiple business channels including direct sales, risk management services, and intermediary platforms while maintaining their commitment to member-focused service delivery.

Challenges

  • Integrating multiple legacy applications (IRIS, SONIC) and data sources
  • Complex regulatory compliance requirements (Solvency II, GDPR, FCA)
  • Managing security design and role-based access control across different business channels
  • Ensuring seamless migration of users to new CRM system
  • Maintaining business continuity during system decommissioning
  • Integrating web portal enquiries with CRM platform
  • Providing consistent customer experience across multiple touchpoints

Our Solution

Concordant Digital delivered comprehensive business analysis services independently across multiple Microsoft Dynamics CRM 365 related projects:

  • Implemented robust role-based access control (RBAC) for Mutual Direct channel colleagues
  • Managed decommissioning of legacy IRIS application and replacement with Dynamics 365 Field Service Automation
  • Orchestrated replacement of legacy SONIC application for National Intermediary Service
  • Planned and executed secure migration of users to new CRM system
  • Designed integration of enquiries/leads from corporate website with Dynamics 365 platform
  • Developed comprehensive security frameworks ensuring data protection compliance
  • Created training programs for staff across different business channels

Outcomes & Impact

  • Enhanced customer experience through modernized touchpoints across all channels
  • Improved operational efficiency with streamlined processes and automated workflows
  • Implemented comprehensive security frameworks ensuring regulatory compliance
  • Successfully decommissioned legacy applications reducing maintenance costs and complexity
  • Achieved seamless integration between web portal and CRM system improving lead management
  • Increased customer engagement through improved digital service delivery
  • Established foundation for future digital transformation initiatives