Challenge

• Leading UK commercial insurance business was managing relationships with 2,000 brokers at a local level using fragmented sales and relationship management processes across 12 UK offices.
• Allianz’s aim was to increase sales growth and profitability.
• The company wanted to streamline operations to make better use of sales resources.
• Allianz wanted to move closer to the broker intermediary community.

Solution

• Allianz deployed Salesforce CRM Sales to 350 employees in 12 UK offices, creating a single, near real-time view of business insurance target audiences.
• Salesforce CRM is used across a number of disciplines, including Broker Relationship Management, Quote New Business, and Development Management.
• A real-time broker relationship dashboard spans key topics such as call planning, meeting minutes, actions, the status on large cases, and new business prospects. 
• In Quote New Business, Salesforce.com Consulting has been instrumental in the development of a customized dashboard highlighting real-time issues such as quote allocation, quotes in the market, won cases, net and gross strike rates, large cases, and status on prospects.
• Development Managers can score data quality, understand the extent to which the right brokers or contacts are being visited, and the degree to which contacts are being related to opportunities.
• The team has implemented scores of unique field, tabs and custom objects, largely themselves without support from the technical department .
• Salesforce.com Consulting designed and implemented a bottom-up Net Promoter. 
• Allianz deployed a scoring system which manages customer satisfaction reporting and measurement in only six weeks.

Results

• Since using Salesforce CRM, the net strike rate (opportunity conversion rate) for underwriters has risen by 17.4% compared to what it was the year before.
• The gross strike rate for Business Developers is also a 10% improvement on 12 months previous.
• ‘Priority 1’ opportunities have achieved a gross strike rate of 22.4%, which is twice the business average.  And the volume of Priority 1 opportunities that have been closed has increased by 108 per month.
• As part of the bottom-up Net Promoter Scoring system, Salesforce CRM collects the data and provides a near real-time dashboard view of the situation across all 12 locations - accelerating management decision-making and enabling the company to more rapidly execute change management programs.
• A 90 percent log-in rate reflects the popularity and importance of the system.
• Allianz completed a highly successful six weeks roll-out to 12 offices and 350 users in the U.K.