Contacting 700,000 existing customers a year
If Skadeförsäkring (Non-Life Insurance) contacts new and existing customers for advice and sales. If has 180 agents who contact a total of about 700,000 customers a year.
In early 2013, If had to replace its old system which had become obsolete. After several comparisons, If chose S2 – a decision they have not regretted.
S2 was introduced on time, as promised
"We haven't had S2 for long, about a year, but it has gotten off to a fantastic start – and already in the implementation phase itself. We introduced the new system on the planned date, as S2 had promised. This is an achievement when it comes to large IT systems, five different offices and almost 200 people affected," says Ingvar Cohrs, business developer at If.
Increased efficiency
With the change of system, If also chose to update and optimize its work process. One of the major changes is the switch of dialer method. From working with a call mode called preview dialer, the switch to S2 has introduced a predictive dialer, which significantly increases the efficiency of the sales team.
Integrated solution
All contacts and information collected through S2 are automatically reported back to If's CRM system.
A pattern project in if
"The whole process of implementing S2 has been fantastic. Internally, our S2 project is an ideal project with delivery on time, quality in deliveries and more. The staff from S2 have worked very closely with our other system suppliers, have been incredibly responsive and worked very efficiently," says Ingvar Cohrs.
Almost self-explanatory
How much training was needed in the new S2 system before the salespeople could start working?
Almost none. For our administrators and salespeople, the system is more or less self-explanatory. S2 has run a general walkthrough of perhaps an hour and a half for the whole group, after which we could get right to work on selling," says Ingvar Cohrs.
Sales have increased by 13%
Is the implementation of the S2 system noticeable at If?
"Efficiency has gone up sharply since we implemented S2. Both customer phone time and sales have increased by about 13%, if you compare the same period before and after implementation of S2. This is mainly due to the introduction of the predictive dialer. In addition, we can still make process improvements that would further increase efficiency. There is a potential in the system that we haven't yet exploited, but we are working it out as we go," says Ingvar Cohrs.
