100 brokers served by the Berg System

bergsystem_klient_logo_expectum@2_białe

Industry: Insurance

Number of users: from 100 do 500

It has been using since: 2016

%
Renewals
Number of new customers
Number of contracts per customer

Customer characteristics

Expectum Group is an independent integrator in the insurance market. It has its own nationwide sales network. Currently, more than 100 intermediaries are connected with the Expectum Group. It offers a wide range of products: from motor insurance, open group insurance, through life insurance to pension products. It also offers solutions for companies as well as financial products such as loans and leases. It cooperates with the largest insurance companies in Poland and abroad. Behind the Expectum Group there is a dozen or so years of tradition. The company is developing at a very fast pace. Turnover is growing by more than 50 percent year on year. Since the beginning of 2016, the Expectum Group has been using Berg System software.

Starting point

The development of the Expectum network was strongly limited by the fact that the company used a system that was not adapted to the insurance industry. The commencement of cooperation with a new intermediary entailed a significant increase in administrative services related to the calculation of commissions. Moreover, the previously applied solution did not allow for structure, i.e. making only the contacts available to each member of the team.

Previously, we used a general CRM system, but it was not adapted to the specificity of the insurance market. It worked well with the classic model of sales of goods and services. He had no "policies", but "transactions" and "invoices", or a warehouse module that we did not use. This made it impossible for us to show it outside, for example to our intermediaries.

Łukasz Małek, Member of the Board of Expectum Group

Problem definition

  1. The previous CRM was not adapted to the insurance industry, no possibility of implementation in intermediaries
  2. It is not possible for the system and client information to be made available on-line to Agents
  3. In the previous CRM there was no commission settlements module

Concerns about the implementation

We were most concerned about the problem of data migration. We managed to do it in as much as 85%. But this was due to inconsistencies in the data. Commission settlements were a separate issue. Let's make a deal - something that works well in the assumptions does not always work so well in reality. We promised ourselves a lot after the settlement module, because we often settle commissions to advisors for sales from a few years ago, and settlement files from some insurance companies may contain errors in missing data.

Łukasz Małek, Member of the Management Board of the Expectum Group

Solution

In the case of Expectum, we took on contact with the supplier of the previous solution. This allowed us to run the whole process very smoothly. We used the import tool, which is in Berg System. We imported databases: Intermediaries, Clients and Policies sold together with their relations with each other. The challenge we faced was to transfer over 100 thousand records (contacts, policies, events, etc.), which were not always connected with each other in an easy way. For example, due to commission settlements, we had to replicate the organizational structure of the company in Berg System and all the resulting links between the records. We had to prepare the system for the acceptance of large amounts of data with structural visibility. So that each Agent had access only to the data of their clients.

Daniel Kisiel, CTO Berg System

Business effect

Insurance business is quite simple. You need to keep an eye on the steady growth of new clients, keep an eye on renewals, and work with existing clients to upsell them new products. In the future, we want to make sure that our revenue structure is based as much as possible on client service and upselling. We aim to reduce the share of looking for a new client in our sales portfolio.  A good CRM system allows us to do that.

 Commission settlements, which previously occupied two office workers full-time, are now performed within a few hours and do not require specialist IT knowledge. For this purpose, the Import Module was used, which in Berg System supports all types of settlement files from insurance companies.

Insurance business is quite simple. You need to keep an eye on the steady growth of new clients, keep an eye on renewals, and work with existing clients to upsell them new products. In the future, we want to make sure that our revenue structure is based as much as possible on client service and upselling. We aim to reduce the share of looking for a new client in our sales portfolio.  A good CRM system allows us to do that.

 

Commission settlements, which previously occupied two office workers full-time, are now performed within a few hours and do not require specialist IT knowledge. For this purpose, the Import Module was used, which in Berg System supports all types of settlement files from insurance companies.

Łukasz Małek, Member of the Management Board of the Expectum Group

Summarizing the business effect:

In the case study of the Expectum Group, the effects of the Berg System can be realistically assessed. First of all, the data refer to the year of cooperation. Secondly, the data refer to a large group of 100 intermediaries.

  1. Implementation of the on-line system in intermediaries (previously impossible)
  2. Adaptation of the sales process to the requirements of the insurance industry
  3. Saving time necessary for the administration of settlements
  4. Increasing the average number of products purchased from the customer to 4
  5. Renewals at 93%
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