Zest is an innovative insurance provider offering comprehensive appliance and technology insurance for various household items. Partnering with Pragmatiq, Zest implemented a bespoke CRM solution using Microsoft Dynamics 365 to streamline their operations and support significant growth plans, and deliver improved outcomes.
Background & Challenges
Background:
Zest, established in 2006, offers insurance for household appliances and technology such as fridge freezers, washing machines, ovens, vacuums, sound systems, and game consoles. They also provide appliance repairs through their engineer fix-it team. The company’s commitment to fresh-thinking customer service necessitated a robust, scalable CRM system to support their expanding business.
Challenges:
- Outdated CRM system: Zest’s custom-built CRM system was costly to maintain and challenging to update across all departments.
- Visibility issues: Lack of visibility and disparate data made it difficult to track customer insurance claims, view customer history, and check membership upgrades.
- Data silos: Limited insight into the sales pipeline and difficulties in making quick pricing changes for customers.
- Data duplication: Agents had to manually duplicate customer and asset information into Microsoft Bookings, even though it was already captured in the CRM system.
- Forecasting and reporting: Limited forecasting ability and inefficient reporting capabilities.
The Solution & Implementation
Discovery and Planning:
Pragmatiq assessed Zest’s requirements and designed a tailored solution using Dynamics 365 applications to integrate all core functions into a single data platform.
Execution:
- Dynamics 365 Sales: Streamlined the sales process, enabling better tracking of leads, opportunities, and memberships.
- Dynamics 365 Customer Service: Supported customer claims, policies, and product faults with seamless integration to ensure end-to-end process coverage.
- Customisation: Tailored the system to handle complex areas like renewals, cancellations, and policies using Azure Logic Apps.
- Revenue forecasting: Built-in functionality to calculate current policy costs and provide forecasts for better financial management.
- Marketing automation: Incorporated Dynamics 365 Marketing (now known as Dynamics 365 Customer Insights – Journeys) capabilities for basic marketing campaigns and future expansion.
- Resource management board: Created a system for allocating engineers, recognising skill sets, and recommending the best resource for each job.
- Automated communications: Utilised Power Automate for sending welcome packs, renewal documents, and policy information.
- Power BI implementation: Replaced SSRS reports with Power BI for better insights and efficiency.
- Third-party integrations: Established integrations with Connex1 for call tracking, Experian Pay360 for payments, BankWizard for bank details, and Twilio SMS for customer updates.
- Data migration: Performed a complex migration of data from the old system to Dynamics 365, involving extensive data transformation and mapping.
The Outcomes
- Significantly reduced onboarding time: Automation and integrated workflows have sped up customer onboarding, cutting down manual steps and improving accuracy.
- Eliminated repetitive data entry: By removing the need to duplicate appliance and customer information into Microsoft Bookings, the service team now spends more time on value-added activities.
- Faster, smarter engineer dispatch: Skill-based scheduling ensures the right engineer is assigned quickly, improving first-time fix rates and helping meet customer service targets.
- Unified, 360° customer view: Sales, service, and operations teams access a single, up-to-date source of customer and policy information, improving collaboration and response times.
- Real-time leadership insights: Power BI dashboards deliver ongoing visibility into policy performance, claims management, and engineer productivity, enabling more informed and timely decisions.
- Scalable foundation for growth: The new CRM platform supports Zest’s plans to expand services, run targeted marketing campaigns, and adopt future enhancements without disruption.
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