Canada Life Ireland goes live with customer relationship management and workflow system

Managed Solutions Corporation system to streamline and improve quality of customer service at Canada Life

October 5, 1999 - Dublin - Canada Life, Ireland's fifth largest insurer, has implemented a new Customer Relationship Management (CRM) and workflow solution. The new systems, which have been implemented over a six-month period, will automate business processes and help manage relationships across the company's life, pension and investment business at the Dublin head office and customer service -centre. The system will be on line at Canada Life's nationwide branch network by November.

By deploying Clientwise and Workwise from Managed Solutions, Canada Life will be able to manage 180,000 customer relationships. Clientwise unifies customer information, currently spread amongst Canada Life's three existing computer systems, providing a single enriched view enabling staff to gain a more complete understanding of each customer's business needs. This single customer profile supports all types of direct-to-customer operations through the customer service center, branch offices and head-office administration. Workwise, the workflow module, automates and manages task generation and provides Canada Life with real-time reports on service levels and overall administration performance.

With unified customer information available to customer care, administration and marketing staff, Canada Life's internal research indicates it will increase customer satisfaction, improve customer retention and enable overall growth. Research company Meridien estimates that a 5% rise in customer retention can result in as much as an 85% rise in profitability.

'Canada Life's implementation of Clientwise and Workwise mirrors trends within the industry towards using customer information and business process automation to enhance customer care and increase operating efficiency' says Michael Kelly, Managing Director of Managed Solutions.

A recent study from Deloitte Research finds that customer-centric companies have significant financial advantages and are 60 percent more profitable than companies that are not customer focused. Market analysts IDC has predicted that by 2003 the CRM applications market will exceed $4 billion for sales force automation, customer service, and marketing automation applications.