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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Tools for telemarketin...
Microsoft Dynamics CRM (Archived)

Tools for telemarketing for an insurance company / campaign?

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Posted on by Community Member

Hi, 

I work for an insurance company and we have been working with our CRM (Online) for 6 months now. 

We are trying to figure out how to use the campaigns to follow the progress of our telemarketing team and also give them a tool that gives them clear goals every step of the way. But I can't figure out how to use it. I have been reading the Ebooks but I dont get how they work? 

Need help! Thanks

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  • Community Member Profile Picture
    Community Member on at
    RE: Tools for telemarketing for an insurance company / campaign?

    1. Online

    2. I mean all of our fields are created and our layout is pretty much finished.

    3. 2 but we plan on hiring more

    You have answered my question!

    Thank you so much! You're a big help!

  • Verified answer
    danikahil Profile Picture
    danikahil 85 User Group Leader on at
    RE: Tools for telemarketing for an insurance company / campaign?

    Hi,

    So questions:

    1. What CRM do you have (OnPremise? Online?). If OnPremise, which version?
    2. When you say "Our CRM is almost finished", you mean that you will GoLive soon?
    3. How many Telemarketers you have in your team? Do you have a rule to assign some contacts to to some Telemarketers? 

    I my opinion we should not use the Marketing Module for this requirement. In the high level (and depending if you are OnPremise or Online) I would do:

    1. Create Microsoft Flows that will run everyday and check the list of Contacts based on the renewal date. If renewal date meet condition create Outgoing OPEN "Phone Call Activities" associated to those Contacts.
    2. Depending on answer to question 3, we assign those "Phone Call Activities" to Telemarketers to make those call. If call successful, you convert the "Phone Call Activity" to an "Opportunity". If not, you "Close" the "Phone call" or reschedule for another time.
    3. For the reporting, once you have the "Phone Call Activity" records created, we could create some charts that render the number of "Phone Call Activity" created per User per Day and Analyse the Hit Ratio. However, how the reporting will be done depends on how we will implement the solution. There are many way of creating reports in Dynamics: Charts, Report Wizard, SQL Server Reporting Services Reports, Power BI, etc... so I am sure we can meet your requirements.

    Cheers,

    Dani

  • Community Member Profile Picture
    Community Member on at
    RE: Tools for telemarketing for an insurance company / campaign?

    Thanks for your fast reply Dani!

    Basically, what my department does every day is call potential clients. We have a huge bank of contacts to call. We try to schedule a meeting with one of our consultants present our products and eventually sell a group insurance plan.

    The problem is that if we dont have an organized system, it becomes very hard to check the performance of our employees and make sure that they are motivated and have clear guidelines to follow.

    What we need is a system that will help them stay focused and motivated.  Also something that can help them call clients at the perfect moment ; We have a field to indiacte if the contact has insurance and when their renewal is, the best moment to call them is 75 days before their renewal.

    Example : something that could generate list of ''call tasks'' for 10 contacts everyday according to 75 days before their renewal date and 15 contacts who do not have insurance.

    Our CRM is almost finished, all of our contacts have been imported and our fields are all done, all we are missing is a tool to give our employees a little push and help them so they know exactly how many calls they have to make per day, what proportion (10 insurance/15no insurance) which ones to call with insurance (renewal date) and so that we can track what was done per employee and what was the response (positive or negative).

    Thank you so much for your help you're a life saver!

  • danikahil Profile Picture
    danikahil 85 User Group Leader on at
    RE: Tools for telemarketing for an insurance company / campaign?

    Hi,

    You can find a video that explain how the Campaign Module work in Dynamics under:

    www.youtube.com/watch;t=1900s

    However, the "standard" marketing functionalities of Dynamics are quite limited. There are plenty of ways to help Telemarketers following their progress and goals. Some ideas:

    - Using Business Process Flow on specific entities

    - Auto generate some activities/notification of progress

    - Charts & Dashboards

    - Setting "Goals" in Dynamics.

    - etc.

    Can you provide more details to your business requirement and I will try to think of some good options for you.

    Cheers,

    Dani

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