Siam Smile Broker (Thailand) Company Limited has been a brokerage company and insurance service provider for over 20 years, offering coverage for various forms of insurance, including health, accident, and car insurance. With a One-Stop Service approach, Siam Smile aims to be the most convenient and reliable insurance provider.
Siam Smile identified the need for a CRM system to maintain its database and analyze customer data for targeted outreach. Three key points guided the selection process:
1. The chosen system must be user-friendly for easy employee adoption.
2. It should have data links or interfaces with the central system.
3. Given the numerous requirements, the desired system must meet implementation needs in the shortest possible time.
Both BE8 and Salesforce were considered to address these comprehensive needs, ultimately leading to the implementation of Salesforce for Call Center and Telesales.
In the call center department, the Salesforce system has been introduced to address customer service needs. Employees can access the complete customer history, starting from the moment a customer makes an incoming call. This includes the history of insurance claims and case follow-ups, allowing them to assist customers in resolving issues promptly. Moreover, the system facilitates convenient and quick recommendations of services, along with efficient management of cases that would otherwise take a long time. For example, the processing time for filing insurance claims, which used to take up to 3 days, has now been reduced to just 15 minutes. This significantly benefits customers.
In the Telesales department, the Salesforce system has been utilized for analysis and lead allocation, ensuring suitability. With comprehensive 360-degree data visibility, employees can access customer information and efficiently recommend products for effective upselling or cross-selling. This not only enhances the efficiency of sales efforts but also makes the sales closing process smoother.
