The CIMUT opts for Selligent

The CIMUT is based in Quimper at the western tip of Brittany. It is a joint information services centre serving 40 mutual fund organisations spread across France who have chosen to outsource their IT operations.

The CIMUT provides its clients with facilities management, including the applications they need to manage sickness insurance for tradespeople as well as cross-profession mutual benefits coverage (supplementary health coverage, life assurance).

For the latter, competition is hotting up, with the arrival of new entrants in this sector. And that drives the different players to seek differentiating characteristics to stay ahead of the pack.

With this in mind, and with the aim of attracting new members and building customer loyalty, the CIMUT needed to round out its IT solution with a CRM tool. Work started in earnest at the end of 1999, and by 2000, the CIMUT had elaborated a set of specifications and a series of technical requirements:

· secure access via an Intranet;
· ease of use at functional level;
· a sales and marketing-oriented solution.

After looking at some 10 different CRM solutions, the CIMUT finally opted for Selligent Xi for Web.

300 Selligent Xi for Web licences were deployed. The initial objective was to aid users in acquiring an overall understanding of their customers and offer them an effective tool for prospecting new customers.

Selligent Xi for Web enables sales support staff to use a "prospect" database to set up appointments for the sales reps and manage their timetables. During the meeting, a quotation can be automatically generated and sent via the Selligent software, which is linked to a back-office application. After the meeting, the sales rep uses Selligent to fill out a visit report and, if necessary, update the prospect's co-ordinates.

HQ-based consultants use the same database to follow up member files on a regular basis. Furthermore, the tool helps organise direct marketing operations for the launch of new products or for member anniversaries, etc. The consultant is also better placed to respond to client needs and keep the data up to date.

Selligent Xi for Web automatically creates statistics on the number of visits or contacts, contract types, revenue generated, and the like. Naturally, the Selligent "prospect" and "member" databases are updated in real time.

Putting this CRM project in place has brought several benefits. The teams of consultants have been empowered while their operations have been streamlined. The sales force has become more autonomous. And workload at the admin department is more manageable.


Technical characteristics
Selligent Xi for Web interfaces with existing applications such as the back-office programs developed by the CIMUT, the e-mail system, the LDAP for access control, Brio for decision-support, and a sickness insurance system configurator. This interface allows the (Oracle) database to be constantly expanded. So, the Selligent CRM solution is perfectly attuned to the other applications, while users have access to a database that is updated in real time.

Operating system: Unix for DDB
Database: Oracle
Architecture: Full Web
 

NOTE TO EDITORS

About Selligent
Selligent is an international company specialising in high-performance sales, marketing and customer service solutions.
The success encountered by the Selligent solutions amongst their users can be attributed to appropriate customer coaching during implementation and to the extremely flexible configuration features of the advanced web technology used. These two components guarantee a quick return on investment (ROI), a high user adoption rate and a reduced total cost of ownership (TCO).
As a consequence, Selligent has achieved a customer retention rate, which has been the highest in the CRM industry.

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