Resolution Insurance rolls out Salesforce system to enhance efficiency, customer service

Resolution Insurance has rolled out a new pipeline management system, Salesforce. Salesforce is a customer relationship management (CRM) system developed in UK that is set to improve efficiency of the insurer’s workflow through automated processes which will ensure seamless business operations within the corporation. Resolution Insurance is the first to adopt the Salesforce system in the Insurance market here in Kenya. The system has also been adopted by various companies in Europe, Middle East, Americas and in Asia Pacific.

The system comes at a time when Resolution Insurance celebrates 15 years in the Insurance industry and will see Resolution insurance benefit in various ways. Apart from improved efficiency the system will enable the insurer improve sales funnel management, measure turnaround time, capture new sales performances at various levels, produce higher sales through cross and upselling.

(TOP: Alice Mwai, MD, Resolution Insurance and Rory O’Mahony, Salesforce Senior Executive in charge of Commercial Sales during the Salesforce system rollout).

The system was installed in March 2017 and underwent customization to gel with Resolution Insurances internal processes and systems. Salesforce testing was then conducted in June 2017 to ensure the seamless flow and smooth integration with the company processes and functions, staff user training was undertake in August 2017 which lead to the system going live in September 2017.

Speaking during the roll out ceremony, Alice Mwai, the Resolution Insurance MD, said: “It has indeed been a long and busy journey, we have all worked tirelessly to make sure that this salesforce system is up and running. I would like to thank all the teams involved in the implementation of this system for their work hard and dedication in ensuring proper integration and functionality to Resolution insurance, to the trainer’s thank you for helping us all properly understand and make proper use of this phenomenal system. We as Resolution have immense faith that the system will help us become more efficient and help improve our operations in general.”

Salesforce will aid Resolution Insurance in building and improving business operations on a single, secure, and scalable platform that’s can easily be customized and upgraded without anything breaking to suit the functionality and business practices of the corporation. The system further helps Resolution Insurance to extend sales power, service, and market with pre-integrated applications that will enable the corporation to improve customer experience through faster turnaround time and efficiency.

Resolution Insurance was incorporated in 2002 making it the first company to be registered as a medical Insurance Provider. The corporation changed from Resolution Health to Resolution Insurance in 2013 as a result of regulatory changes made by the Insurance Regulatory Authority (IRA).

The general insurer has contributed significantly to the growth and development of the insurance industry in Kenya and the East African region for the last 15 years through innovative and protective insurance solutions.

Resolution Insurance assures financial security and comfort by offering comprehensive insurance solutions in a dependable, reliable, and transparent manner.Today, Resolution Insurance offers a number of products namely Medical Plans, Travel Plans, Liability Plans, Property Covers, Motor Covers and all otherclasses of General Insurance in the markets where it operates.

With a selection of 10 branches across Kenya namely Nairobi, Mombasa, Kisumu, Eldoret, Meru, Nyeri, Kisii, Nakuru, Kitengela and Thika. Resolution Insurance clients benefit from superior products and services ensuring protection in all that they value

Resolution Insurance partners with a network of 800 medical service providers across East Africa, managing the diversified health insurance needs of corporates, social groups, families and individuals. Resolution Insurance has also partnered with Leapfrog Investments a leading specialist investor in emerging markets to help develop new products, to stretch into broader general insurance lines, to grow its distribution network, and to strengthen its team and capabilities


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