WINNERS
Partners All the Way U.C. Dubey, Executive VP-IT, IFFCO TOKIO General Insurance, needed a solution that could track all the movements of the company’s business partners. With so many CRM packages available Dubey’s first task was to first identify a suitable option. At the same time, it was essential that the new CRM package integrate with the existing core system. Implementing the new CRM application at innumerable offices and partner locations was a phenomenal task. “It was a big challenge. Many locations did not have the adequate facilities.” Dubey realized the need to bring changes to various processes. An implementation group was formed and standard operating procedures were made. Training and hand-holding sessions were done in small groups. The project not just resulted into competitive advantage to marketing and sales but also in customer satisfaction. It also introduced more transparency and service. About 40 policies are now issued through pointof-sale resulting in substantial savings in back office operational expenses. CIO SNAPSHOT MANAgINg DIreCTOr: S. Narayan reveNue: Rs 1,245 crore eMPlOyeeS: 700 IT STAff: 20 PrOjeCT: CRM
U.C. Dubey IFFCO TOKIO General Insurance Executive VP-IT
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s e p t e m b e r 1 5 , 2 0 0 8 | reAl CIO WOrlD
COST: Rs 300 lakh PrOjeCT PerIOD: January 2007 to January 2008
Vol/3 | ISSUE/21