The company CRM on Dynamics 365

The problem

An insurance broker works on information that is all connected: clients, their policies, the advisers who follow them, the companies the policies are placed with and the commissions that follow. When that information lives in different places, every process that crosses it needs manual steps and repeated checks, and the same question gets different answers depending on where you look. L+G SA, one of the most structured insurance broking firms in the canton of Ticino, needed a system that held these data and the processes using them together, and that could grow with the company instead of being replaced every time a process changed.

The solution

I designed, and keep developing, the company CRM on Microsoft Dynamics 365, with Dataverse as the data layer. The work started from the processes: how a client comes in, how it is linked to a policy, who follows it, with which company and which commissions. From there came the data structure, then the workflows that accompany each step, the automations that remove repetitive steps, the integrations with the company’s other systems and the reporting that decisions are taken on. It is not a project with an end date: processes are digitised one at a time, and each new process enters the same structure instead of opening a separate one.

Technologies

The platform is Microsoft’s; the rest is design.

• Microsoft Dynamics 365
• Dataverse as the data structure
• Workflows over the processes of clients, policies, advisers, companies and commissions
• Automations and integrations with the company’s other systems
• Reporting

The result

The processes tied to clients, policies, advisers, companies and commissions now run through the CRM, with a single data structure and workflows following each step. Digitisation is progressive: every process that enters the system brings its automations, its integrations and its reporting with it, and the CRM remains the place where the company reads its own data. The project goes on, because a CRM that follows a company’s processes changes when they do.