Salesforce CRM helps TCF Corporate become a leaner, greener organisation

Challenge

• TCF Corporate is a group of companies that carries out fraud investigation. It has several group companies covering the motor, household and lifestyle sectors
• TCF’s clients are insurance and insurance-related companies, and it also operates on a B2C basis, interviewing insurance claimants on its clients’ behalf
• The group companies were using a bespoke claims management system which included paper files, Microsoft Office and Citrix technology
• The system involved scanning large numbers of paper documents, which also had environmental implications

Solution

• TCF corporate acquired more than thirty licences for Salesforce CRM Enterprise Edition
• The company was growing quickly, and as a result of using Salesforce, there was no need to increase the IT infrastructure in order to support this demand-led growth
• All information, from both the client and the interviewee, is entered into Salesforce, to produce a case file that provides a complete picture of the investigatory process

Results

• Salesforce CRM improved workflow and reporting, further automating many processes, such as document generation
• The flexibility offered by Salesforce CRM means that it is very easy to add functionality, for example, extending or adapting the information that needs to be captured
• Having all the information in one place and being able to access it quickly, has saved frontline staff much time and TCF can now offer its clients an even better level of service
• TCF has become a leaner, greener organisation, with about 2000-3000 fewer documents a month being printed, scanned and stored, as a result of using Salesforce CRM