Case Study: Enhancing Lead Management for Warta

Client: Warta (Talanx Group)

Industry: Insurance 

Project: Comprehensive Lead Management System 

Technology Partner: Decerto 

Overview 

Warta (Talanx Group) is a leading player in the insurance market, specializing in both property and life insurance. The company aimed to develop a comprehensive lead management platform tailored to the specific needs of their sales network in both property and life insurance sectors. While the company had a strong internal team, they needed a partner with deep expertise in complex system integrations and CRM platforms to ensure seamless functionality.  

Key Challenges 

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• Complex System Integration: The platform needed to seamlessly integrate with Salesforce and the company’s existing Agent Portal (eAgent). This required handling complex data migration processes across both property and life insurance sectors while ensuring real-time synchronization.
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• Tight Project Timeline: The company required a lead management platform to be developed and integrated quickly to support ongoing sales and marketing campaigns. Meeting this strict deadline without compromising quality was a significant challenge.

• Cross-functional Coordination: Given the scope of the project, multiple teams from both the company and Decerto needed to collaborate effectively. Ensuring alignment across various departments, including development, testing, and business analysis, was critical to the project’s success.

• High Expectations for Sales Optimization: The new platform had to provide agents with a 360-degree customer view, allowing them to optimize their workflow, enhance customer engagement, and improve cross-selling opportunities.
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Solution Approach 

Decerto was entrusted with developing a lead management platform fully integrated with the existing Agent Portal (eAgent) and Salesforce CRM. Decerto's scope of work included business analysis, UX mockups, documentation, development, and testing.  

The project was divided into multiple phases, covering both property and life insurance sectors, and required close collaboration between various teams. Decerto coordinated efforts across several groups, each focused on key aspects of the project:

• Developing applications to enable lead management for the company’s entire sales network.

• Seamlessly integrating these applications with the eAgent platform to connect the sales process with lead management.

• Ensuring smooth integration with Salesforce, enabling real-time migration of lead data from CRM campaigns to support agents and the broader sales network.

Utilizing an Agile methodology, specifically Scrum, Decerto delivered functionalities iteratively, ensuring flexibility and efficiency throughout the development process.  

Execution and Results 

The integration with the CRM tool has unlocked tremendous opportunities to enhance sales potential and streamline the analysis of customer needs and preferences, all within a single centralized platform. With a 360-degree customer view, agents now have a complete understanding of each client, which boosts cross-selling and upselling opportunities. By streamlining workflows for agents and managers, the system allows them to better plan their activities, optimize time, and ultimately improve sales performance. The CRM solution also helps build stronger, more lasting relationships with customers, leading to increased loyalty and satisfaction.

Warta's Customer Relations Department emphasized that working with CRM-generated leads allows agents to tailor their approach more effectively. They gain insights into customer needs, with all key information available in one place, giving agents a comprehensive view of each client's preferences. Each lead presents an opportunity for deeper engagement, fostering trust and strengthening relationships. Additionally, CRM suggestions within the eAgent platform further increase agents' chances of closing sales.

Collaboration and Workflow

The collaboration between Decerto and the company’s internal teams was highly effective, driven by regular status meetings and clear communication channels. Scrum methodologies and tools like Zoom, Jira, and Confluence were used to ensure smooth coordination and quick decision-making throughout the project lifecycle.

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Conclusion 

Through their partnership with Decerto, the company successfully developed a lead management platform that not only streamlined workflows but also improved sales performance and customer engagement. Decerto’s deep understanding of the company’s needs, combined with their ability to deliver within tight deadlines, has helped the company strengthen its position in the competitive insurance market.

This project demonstrated that Decerto is capable of delivering highly specialized insurance software solutions that not only meet current business needs but also pave the way for future growth and innovation in the insurance industry.

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