CRM Migration Consulting to Improve Claims Management Process
Summary
A leading North American insurer wanted to modernize a claims management process built on an aging custom CRM and document management system, with the longer-term goal of going fully paperless. INNERLUXES delivered the consulting groundwork — reviewing the existing process, capturing the future CRM in a requirements specification, and recommending a Microsoft Dynamics 365 solution integrated with SharePoint and OneNote — giving the insurer a clear foundation for faster, less manual, paperless claims management.
About the Client
The Client is one of the leading players in the insurance business, based in North America.
A Legacy Visual FoxPro CRM Standing in the Way of Paperless Claims
The Client needed to revamp its claims management process, which was built around a custom CRM solution and a Nuxeo-based document management system. The CRM database ran on legacy Visual FoxPro technology that is no longer supported, so the Client wanted a modern on-premises CRM to replace the outdated system entirely — and, over the longer term, to move to fully paperless claims management.
Operational Consulting, a Requirements Spec, and a Dynamics 365 Roadmap
INNERLUXES began with operational consulting, reviewing the existing claims management process, the custom CRM that supported it, and the available documentation, and clarifying the business needs with key stakeholders. From the information gathered, the INNERLUXES Dynamics CRM consulting team produced a software requirements specification (SRS) that fully described the future CRM, including artifacts such as workflow diagrams and a feature list.
The Client chose Microsoft Dynamics 365 to replace the outdated CRM, for its workflow automation and customization flexibility. To streamline claims management further and support the paperless goal, INNERLUXES recommended integrating the Dynamics 365 solution with OneNote and SharePoint, with a SharePoint-based document management system replacing the Nuxeo DMS as a more modern, integration-friendly option. INNERLUXES then provided the Client with a project cost estimation.
A Foundation for Faster, Paperless Claims Management
The Client gained a clear foundation for paperless claims management. With the new solution, it can expect faster claims processing and less manual effort per claim thanks to automation.
Methodologies and Tools
Business workflow investigation, business needs analysis, and requirements elicitation.