Managed Solutions Corporation and Canada Life Ireland sign Customer Relationship Management and Workflow systems agreement worth nearly £1million

February 1999 - Canada Life, Ireland's fifth largest insurer has chosen Managed Solutions Corporation, the specialist Business Solutions provider for the Financial Services Sector, to develop and implement Customer Relationship Management (CRM) and workflow systems across its life, pensions and investment business.

Clientwise, the Managed Solutions CRM systems and the Workwise workflow system, will be implemented in Canada Life's Head Office and across the companies 12 nationwide branches. The systems are due to go live in July of this year with an initial 30 users (and one remote branch). By the time the remaining staff go live in September 1999, Canada Life will rely on Clientwise for total management of over 140,000 customer relationships.

With the same information available to customer care, administration and marketing departments, Canada Life believes that the new systems will lead to increased customer satisfaction and a higher retention rate. Meridien, a UK research company, estimate a 5% rise in customer retention can result in as much as an 85% rise in profitability.

Canada Life's investment in Clietnwise and Workwise mirrors trends within the industry where Boston-based AMR Research estimates investment will grow from $1.2bn in 1997 to $11.5bn by 2002. Within financial services Meridian, estimates that $1.4billion will be spent on CRM systems this year alone with expected compound annual growth of 10 per cent for the next five years.

Clientwise takes customer information currently spread amongst Canada Life's three existing computer systems and displays the information along with contact and sales and service information in a single intuitive screen giving a complete picture of each customer's relationship with the company. This allows for true customer care, niche marketing and cross-selling. Clientwise supports all types of direct-to-customer operations including call-centre, branch offices, mobile sales force, independent financial advisors and the Internet.

The integrated Workflow Management system, Workwise allows for the automation and management of the previously manually intensive role of allocating work. It enables task generation with distribution to an individual or any level of department structure and provides on-line information and reports on service levels and overall administration performance.

Managed Solutions' Clientwise customer relationship management system is the primary tool for the management of over 4.5 million individual customer relationships within the UK, Netherlands and Ireland. Managed Solutions' customer organisations include Britannia Group, Canada Life UK, Northern Rock, Reaal, Friends First and some of Europe's major multi-national organisations. The company has completed projects in Ireland, the UK, Holland, Sweden, Norway, Spain, Poland, Canada and Japan. The company, which was founded in 1993 by 37 year old Michael Kelly, employs 85 people and expects to grow to 150 by the end of 1990.