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Moscow, July 1, 2008. Intouch Insurance, the first Russian company with an approach new to the market, is introducing an integrated IT solution for direct insurance. The group’s unique innovation CRM system Discovery 2.8 automates all processes within the company and fully implements all possible models of direct insurance.

The functional core of the CRM system is aimed at solving the basic tasks of client relationship management such as sales, marketing, management of clients’ demands, call center operations, onsite services, claims settlement, etc.

The automation of business processes makes it possible to eliminate paper document flow in sales and clients services. Interaction between the company’s departments is registered by the system, with policies and all necessary documents printed automatically. After a client offer is formed, call center consultants do not have to contact underwriters, as the underwriting policy is already within the system.

The insurance premium is calculated online. As a result, the CRM system has a number of questions untypical for a traditional insurance company.

The CRM system makes the claim settlement process quicker and more effective.
IT Director Ilya Arsentyev said, “By uniting CRM, call center and business process management into one system, the company has successfully brought is services in accordance with European models of direct insurance. It is first of all speed and quality of services: policies are issued in not more than ten minutes and then couriered to clients within 24 hours. Claims settlement takes 5-7 days and changes to the client’s policy can be made by phone.”

With the introduction of the integrated IT solution, all processes within the company are completely transparent, thus excluding all possibilities of fraud typical for traditional insurance companies.

The CRM system can also trace back the history of interaction with the company’s clients.

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