Development of CRM system Requirements for OJSC Ingosstrakh

Project Tasks

In 2005, the management of OJSC Ingosstrakh made a strategic decision on the need to implement new customer relationship management systems.

Project Implementation

AT Consulting, as a company with successful experience in implementing a variety of CRM systems, was selected as the contractor.

The active phase of the first part of the project lasted 6 weeks. Based on a comprehensive analysis of the business processes selected for automation in the first phase of a project to implement a CRM system and interviews of key employees of OJSC Ingosstrakh, a document with a detailed description of high-level functional operational and analytical CRM requirements was prepared. During the work, a comparative analysis of the functional capabilities of various CRM systems available on the Russian market was carried out, recommendations were made for updating and integrating the company’s existing IT systems, and the functional requirements for reporting and marketing and for the proposed architectural solution were described.

Results Achieved

Implementation of a client-oriented approach to business organization resulted in a qualitatively new level of customer relationship management at OJSC Ingosstrakh, in particular:

• Reduction in the cost of servicing a large number of customers while simultaneously maintaining or improving the quality of services;
• Retention of priority customers by offering them a higher level of service;
• Improved quality of management decisions through upgrading the quality of customer information and improving access to it.