Company call centre saw 150% hike in daily calls attended, resulting in 50 additional satisfied customers

Dubai, 03 May 2015 - Dubai Insurance Company (DIC), the oldest insurance company in the UAE, has successfully implemented Sage CRM for improved customer service, allowing the company to increase the number of calls handled by 150% and raise productivity, while reducing costs.

Reggie Fernandes, the regional director of Sage Middle East, the leading provider of business management software in the UAE, said undertaking the project with DIC has given Sage the opportunity to showcase the unique sales module features of Sage CRM.

"The Sage CRM sales module provided the team at DIC with instant access to vital customer data, which then increased productivity through the automation of key aspects of the organisation's sales cycle," Reggie said.

The three-part project, which began in October 2013, gave DIC the capability to increase its motor renewals ratio by up to 58% in the first six months since the programme was launched. Sage CRM has also allowed DIC to serve more customers faster as they were able to handle an additional 50 calls per day, while reducing call durations by 40%.

Voxtron Middle East (VME) is the implementation partner for the Sage CRM project at DIC. VME specialises in customer interaction solutions in insurance vertical and has implemented Sage CRM with integrated Voxtron Contact Centre application.

P. Thomas, CEO of Voxtron Middle East said: "Implementation of CRM application is not a challenge, but making the project successful is an achievement, for which one requires domain expertise, a powerful solution like Sage, availability of trained local resources and the most important motivated customer like Dubai Insurance."

Saif Saeed, Head of Customer Service Department of DIC said: "By implementing the Sage CRM system, we saw a tremendous return on investment in our customer service centres. We were able to follow up on motor renewals 30 days prior to the policy's expiration. In addition, leads and opportunities became easier to track and follow up, allowing us to prepare solutions so we can better serve our customers."

Saeed mentioned that the Voxtron Contact Centre solution based on Sage CRM provided DIC agents added value in terms of the efficient time management of calls, as well as the convenience and speed in searching policies within the system.

"Our agents were able to share the same pool of data, which prevented conflicts and redundancy in quotes. Dashboards and reports also show live figures and up-to-date results," he said.

DIC, which partners with leading international reinsurers, offers its clients solutions for traditional and non-traditional risk management needs. Over the past seven years, it has managed to increase its volume of premiums from just under AED 30 million (USD 8.15 million) to over AED 330 million (USD 90 million) as of 2013, becoming one of the top performing insurance companies in the UAE in terms of profitability.

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