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Insurance Company MDM And CRM Implementation

An integrated Customer Relationship Management (CRM) system was implemented to improve customer engagement across various business channels, with Master Data Management (MDM) being a key factor in optimizing CRM processes.

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70-90%

faster processing time for CRM operations

3-4x

increase in data processing and reporting capacity

6-digit USD

annual software licensing cost savings

All Technologies Used

Apache Maven
Apache Maven
Apache Tomcat
Apache Tomcat
Oracle Database
Oracle Database
Java
Java
JavaScript
JavaScript
JQuery
JQuery
Log4j
Log4j
JosperRepcns
JosperRepcns

Motivation

To implement a cohesive CRM system that consolidates all customer data into one reliable source, enabling the company to enhance customer service, streamline business processes, and improve marketing, sales, and support efficiency.

Main Challenges

Challenge 01
Fragmented Customer Data

Different departments developed separate software tools, causing customer data to be spread across multiple non-integrated databases. Azati addressed this by creating a unified CRM system that centralized all customer information into one reliable source.

#1
Challenge 02
Time-Consuming Data Consolidation

Manual processing and synchronization of customer data from various sources was time-consuming and prone to errors. We implemented an automated solution, eliminating manual tasks and improving data accuracy and availability.

#2
Challenge 03
Inefficient Business Processes

The lack of integration led to inefficiencies in sales, marketing, and support processes. Azati's CRM system aligned major business processes, improving productivity and ensuring the adoption of best practices across the company.

#3

Our Approach

Data Centralization
Developed a unified CRM platform to store and maintain all customer-related data, including current and prospective clients. Centralized information from multiple departments and legacy systems, ensuring transparency, consistency, and secure access for marketing, sales, support, and other customer-facing teams.
Process Automation
Implemented automated data synchronization, deduplication, and standardization across all sources. Streamlined business processes including marketing campaign generation, pipeline updates, and reporting, significantly reducing manual effort and improving data accuracy and availability.
Performance Monitoring
Built real-time metrics and dashboards into the CRM tool to track KPIs such as sales performance, campaign effectiveness, and process bottlenecks. Enabled rapid identification of issues, timely interventions, and continuous optimization of sales and support workflows.
Business Process Alignment
Aligned CRM processes across departments to follow standardized rules and templates. Integrated CRM with MDM to ensure data consistency, eliminate conflicting information, and enforce best practices throughout the organization.
MDM Integration
Integrated Master Data Management to maintain authoritative customer, policy, and product records. Ensured that all data sources are consistent, accurate, and ready for future expansion or integration with new business applications.

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Solution

01

Unified Data Source

Centralizes all customer data across marketing, sales, support, and other departments into a single reliable platform, ensuring accurate and consistent information is available for all business processes.
Key capabilities:
  • Eliminate fragmented and duplicate records
  • Provide a single source of truth for customer data
  • Enable transparency and accessibility across teams
  • Support better decision-making for sales and marketing
02

Real-Time Performance Metrics

Monitors CRM processes in real time to quickly detect bottlenecks, track sales pipeline performance, and identify operational inefficiencies, allowing managers to optimize workflows and resource allocation.
Key capabilities:
  • Track KPIs across sales, marketing, and support
  • Identify bottlenecks and delays proactively
  • Improve responsiveness and process efficiency
  • Facilitate informed decision-making and reporting
03

Automated Workflows & Cost Reduction

Automates key CRM operations, including data synchronization, pipeline updates, and reporting, replacing multiple legacy tools and reducing software licensing and user training costs.
Key capabilities:
  • Reduce manual tasks and errors
  • Streamline marketing campaigns and reporting
  • Replace legacy systems to lower costs
  • Increase overall CRM system efficiency

Business Value

Increased Efficiency: Streamlined workflows improved sales, marketing, and support team performance.

Improved Customer Service: Personalized and timely service improved customer satisfaction and retention.

Cost Savings: Eliminated redundant legacy systems, saving on software licenses and training costs.

Enhanced Decision-Making: Real-time metrics enabled proactive process optimization and faster business decisions.

Positive User Feedback: CRM adoption was high, boosting productivity and supporting marketing campaign effectiveness.

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