A funeral insurer wanted to replace its (core) applications with Microsoft Dynamics Customer Engagement (CRM) and Finance & Operations (Finance and Funeral). This means one standard package instead of applications per domain. As a result, the insurer had to set up functional management differently and three domains had to work together. The challenge: how should functional management be organised?
The first step was to identify the requirements and analyse the processes, working methods, resources and employees involved. We interviewed the stakeholders and created a single list of requirements. In workshops with functional administrators, we found out how they view the package change and what they considered important. In this way, we created support and gathered information at the same time.
The interviews and workshops formed the basis for an advisory report consisting of three scenarios for implementation. Based on the customer’s requirements, KPIs, capacity and possible impact on the organisation, we gave independent advice. We presented the scenarios to the client. After choosing one of the scenarios, we drew up an implementation and communication plan.
Thanks to our Microsoft Dynamics expertise and experience in the funeral industry, we helped the insurer to make a step-by-step transition to the new functional management set-up. The insurer is now able to realise its strategic objectives and serve customers better.
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