Experience with Microsoft Dynamics CRM

MS DYNAMICS CRM PROJECT

LOMBARD INTERNATIONAL ASSURANCE S.A.

Jean-Philippe Quin

AGENDA

Lombard Key Information

CRM - Business Needs

The Project

What we have built during the project

What was added afterwards

The Future

• Created in 1991 in Luxembourg

• Pan-European (3rd Life Directive)

LOMBARD KEY INFORMATION

• Created in 1991 in Luxembourg

• Pan-European (3rd Life Directive)

• Sophisticated use of life assurance as an on-shore

estate/succession and tax planning solution

• Focus on HNWI/ultra HNWIs

LOMBARD KEY INFORMATION

CONTINUOUS GROWTH

Assets under Administration

(€m)

0

4000

8000

12000

16000

20000

24000

2002 2004 2006 2008 2010 2012

Continuous growth

over 10 years

• Created in 1991 in Luxembourg

• Pan-European (3rd Life Directive)

• Sophisticated use of life assurance as an on-shore

estate/succession and tax planning solution

• Focus on HNWI/ultra HNWIs

• Investment management: open architecture

• Distribution: partnerships with private banks and

independent financial advisers - privatbancassurance

LOMBARD KEY INFORMATION

PIONEER OF PRIVATBANCASSURANCE

0 500 1000 1500 2000 2500 3000

Lombard*

Cardif

Swiss Life

La Mondiale

CALI

Sogélife

R&V

Natixis

PEL

Baloise

Next 10

2,545

1,669

1,695

1,076

806

641

584

496

414

379

2,528

MARKET LEADER SINCE 1999

New Pan-European Business 2011 - Luxembourg Life Companies

€m

Source: Association des Compagnies d’Assurances du Grand-Duché de Luxembourg

Lombard has consistently

been the leader of the

Luxembourg cross-border

life sector since 1999

* Lombard International Assurance only; does not include LIPCC

CRM - BUSINESS NEEDS

• Partners and Contacts Management

• Sales Forecast Management

• Performance Tracking

• Pipeline

• Events/Marketing Initiatives

• Contact Reports

THE PROJECT: ASSUMPTIONS

• Adopt instead of adapt

• Package

• 0 code

• Open for future developments and integration

• < 100 m.d project

THE PROJECT: STARTED WITH A POC

• MS Dynamics CRM 2011/SalesForce.Com

• 2 days to demonstrate product capabilities

• Demo to the Business

Dynamics CRM 2011 was the outstanding

solution due to:

• Functional coverage

• Flexibility (customisation capabilities)

• In premises native security

• Integration capabilities with our systems

• Confidence in Partner

• Licensing Cost

• Outlook Integration

THE PROJECT: METHODOLOGY

• Agile

• Daily Scrum with Business SPOC

• Weekly demo to the Business Sponsor

• On the job knowledge transfer from Nerea to internal

resource

THE PROJECT:TIMELINE

WHAT WE BUILT AT THAT TIME

• A specific Sales Workflow

Opportunity created by MC The rating has to be defined

•1 - Pessimistic

•2 – Realistic

•3 - Optimistic

Activities Tracked

•Emails

•Phone calls

•Appointments

Application Form signed

•The amount entered represents what is stated in the application form

PCS receives the opportunity

•The rating is automatically changed to «4 – Lombard Pipeline»

PCS tracks the evolution

•Documents

•Actions

•Premium Received by Money In

PCS closes the Case

•Real premium received

MC pipeline updated

•Actuals as in PA System

•Objectives are up to date based on real values

WHAT WE BUILT AT THAT TIME

• Custom opportunity Forms

WHAT WE BUILT AT THAT TIME

• Custom Menus

WHAT WE BUILT AT THAT TIME

• Rich Reporting integrating CRM data

WHAT WE BUILT AT THAT TIME

• Marketing Templates

WHAT WAS ADDED AFTERWARDS

• CRM Opportunities are converted into “Cases”

managed by Back Office

• Case evolution updates the CRM opportunities status

• New “Partner Reports” entities

• Access through Blackberry devices

AND THE FUTURE?

• Mobility is key

• Master Data

Jean-Philippe Quin

Head of IT Business Service [email protected]

Tel: +352 34 61 91 – 270

Lombard International Assurance S.A. Société Anonyme

Head office: 4, rue Lou Hemmer L-1748 Luxembourg Grand-Duché de Luxembourg

THANK YOU

This presentation was produced by Lombard International Assurance S.A. (“Lombard”). Its content is

intended for informational purposes only and is not to be construed as a solicitation or an offer to buy

or sell any life assurance product. Neither is the information contained herein intended to constitute any

form of legal, fiscal or investment advice. It should therefore only be used in conjunction with

appropriate independent professional advice obtained from a suitable and qualified source. No

representation or warranty, whether express or implied, is made in relation to the accuracy, completeness

or reliability of the information contained herein, except with respect to information concerning

Lombard or its group companies. All information in this presentation is based on Lombard’s

understanding of the laws of Luxembourg and of any other jurisdiction referred to herein, as in force at

the date of this presentation. Lombard is not liable for the consequences of any change in law or

revenue practice arising at any time close to or after the date of the presentation.

Lombard is part of the Friends Life group and its head office is registered at 4, rue Lou Hemmer,

L-1748 Luxembourg, Grand-Duché de Luxembourg, telephone +352 34 61 91-1. Its registered branch

office is located at Rämistrasse 8, CH-8001 Zürich, Schweiz, telephone +41 44 269 91 00. Lombard is

regulated by the Commissariat aux Assurances, the Luxembourg insurance regulator and, exclusively for

its Swiss branch office, by the Swiss Financial Market Supervisory Authority (FINMA) in Switzerland.

Copyright © 2013 Lombard International Assurance S.A. This presentation may not be reproduced in

whole or in part or circulated to persons other than the attendees of this presentation without

Lombard’s prior written consent.

DISCLAIMER

LOMBARD INTERNATIONAL ASSURANCE S.A.Société Anonyme

Head office

4, rue Lou Hemmer • L-1748 Luxembourg • Grand-Duché de Luxembourg

Tel +352 34 61 91-1 • Fax +352 34 61 90 • www.lombard.lu

R.C.S. Luxembourg No. B37604 • IBLC LU 15902470

Zurich branch

Rämistrasse 8 • CH-8001 Zürich • Schweiz

Tel +41 44 269 91 00 • Fax +41 44 269 91 01 • www.lombard-swiss.ch

Geneva office

Place du Molard 5 • CH-1204 Genève • Suisse

Tel +41 22 888 13 13 • Fax +41 22 310 57 07 • www.lombard-swiss.ch

Member of the Friends Life group