In the second of our two-part Microsoft Power Virtual Agents series, we examine the difference between Chatbots and Intelligent Chatbots, and how AI can elevate chatbot capabilities and improve user experience.
HealthPartners had been working with another CRM partner for a decade when they received word that their system required a complete platform replacement. HealthPartners took this as an opportunity to look into a new CRM system that could better meet their organization’s needs and they made the switch to Microsoft Dynamics CRM with PowerObjects as their new partner.
Overall, HealthPartners needed a CRM solution that would provide:
HealthPartners needed Microsoft Dynamics CRM to create seamless Sales Force Automation (SFA) processes for all opportunity management – such as the account management of brokers, individuals, and companies. They also decided to utilize Microsoft’s SharePoint for out-of-the-box integration with extended custom code for automatic folder creation and customer security. This would improve the ease and efficiency of keeping client information accurate and up-to-date.
HealthPartners also needed their Dynamics CRM solution integrated with Connecture, an ISV with a highly customizable quoting tool. From the opportunity form within CRM, users can launch the quoting tool, which reads account and opportunity data from CRM. The quoting system creates new business and renewal quotes, saves them in SharePoint, and updates the status of the opportunity. With this system, users can view the actual detailed quote from right from the CRM quote record.
During this phase of implementation, HealthPartners ran into a timeout issue when integrating with Connecture.
The integration with Connecture makes renewal management simple. HealthPartners gets the best opportunity management software with the ability to link a robust quoting tool to Dynamics CRM. Healthcare organization proposals are detailed and industry-specific. Being able to link Dynamics CRM seamlessly to Connecture was a crucial enhancement.
For HealthPartners, the ability to centralize their information into a single system was very important. Previously, all their information was scattered in different systems. With the implementation of Dynamics CRM, HealthPartners can now efficiently find information from different group opportunities and monitor the life cycle, including activities, documentation, quoting, and renewal. With the new processes HealthPartners has in place with Dynamics CRM, they are more than 95% paper free for all customer information and account files.
With their previous solution, HealthPartners had to track individual and group markets in two different systems. With the integration of Dynamics CRM and Connecture, HealthPartners can tie all broker information to one system, where broker, agency performance, and licensing can be tracked across group and individual health care markets.
Additionally, the use of workflows and dialogs has helped greatly in allowing the end user to manage changes that in a previous system needed technical support. Dynamics CRM has also made it easier to manage changes to workflows, dialogs, and templates – allowing HealthPartners the ability to make adjustments in process without having the expense of turning it into a project.
Initially, we were only really looking for an out-of-the-box solution, but PowerObjects helped us look at our process and understand where we wanted to go with it. They were able to understand our needs, help with the implementation, and point out where we could improve and add to our system.