In a move that validates its commitment to continuously deliver enhanced customer service, ING Insurance Berhad today signed a memorandum of understanding with Microsoft (Malaysia) Sdn Bhd to deploy Microsoft Dynamics CRM 3.0. The move makes ING the first organisation in any industry in Malaysia to deploy this new business solution, strengthening its competitive advantage in its sector, and reinforcing its commitment to customer service excellence.
Rien Hermans, Executive Vice President, Retail Financial Services at ING Insurance Berhad said, “Being customer-focused has always been, and still is, a way of life in ING, and we strongly believe in leveraging technology to give us the edge in our effort towards customer service excellence.”
Microsoft Dynamics CRM 3.0, the newly-launched CRM solution with additional functionalities that allow for increased business productivity and performance, will be deployed to all frontline customer services within ING by October 2006. Easy to install and smoothly integrated across ING’s business processes, Microsoft Dynamics CRM 3.0 will enable ING to achieve its vision of having a one stop service centre known as ING One Service, to set new standards in excellent customer service to its policyholders and potential clients.
“Deploying Microsoft Dynamics CRM 3.0 will allow us to have one view of the customer, in say, customer interaction and service request status. This then enables us to react and serve their needs better and more efficiently,” said Hermans. “Our customers can expect consistent service levels, regardless of the customer touch points they come in contact with.
“We appreciate the power of technology as a business enabler, and even more so, with the right technology that is suitable for ING’s current infrastructure,” Hermans explained. “Hence, our decision to deploy Microsoft Dynamics CRM 3.0.
“Microsoft products have a de facto stamp of approval in the industry. We are confident that we can deliver superior customer service with the help of Microsoft technology,” he added.
“We’re very excited about the additional benefits on our business and customer relationship management practices. We are expecting to use this new technology as the tool to reengineer our processes system by creating the ‘one view of our customer’ through ING One Service which allows different operational and servicing units in the Company to access related enquiries and service transactions of the customer all under one system.’’
As one of the leading insurance companies in Malaysia, ING’s mission is to set the standards in financial services and to date has achieved several milestones towards this goal.
Chris Yong, Director, Business Marketing Organisation at Microsoft Malaysia, said, “We’re proud to have a leading insurance provider as our first customer for Microsoft Dynamics CRM 3.0 in Malaysia.
“Whether you are a small business or a large enterprise, Microsoft Dynamics CRM 3.0 is focused on providing the right level of functionality to meet the real world challenges of a wide range of organisations.
“We all wish for solutions that are easy to install, deploy; don’t require extensive training to use; can leverage their current IT platform and infrastructure; and maximise their return on IT investment. And we now have them,” Yong remarked.
More information on Microsoft Dynamics CRM 3.0 is available at http://www.microsoft.com/dynamics/crm/default.mspx
