CASE STUDY
Seamless Shift: Migrating FIMC’s Account and Case Management to Dynamics 365
About the Client
FIMC, a US-based insurance products company, aimed to migrate its account, contact, and case management processes from Salesforce to Microsoft Dynamics 365. This comprehensive transition required in-depth process understanding, mapping, and a meticulous approach to data migration to preserve integrity and eliminate duplicates. The project included end-to-end change management, extensive automation builds within Dynamics 365, and thorough data and user access management. By migrating to Dynamics 365, FIMC enhanced process automation and scalability, creating a flexible environment for its expanding customer support needs.
Description
Migrated FIMC's CRM system from Salesforce to Dynamics 365, improving account, contact, and case management through data integrity, custom automation, and scalable workflows tailored to the insurance industry.
Work Details
Conducted a detailed analysis of FIMC’s existing Salesforce processes for accounts, contacts, and case management to ensure accurate mapping to Dynamics 365.
Mapped out processes and identified areas for improvement and customization to enhance efficiency in Dynamics 365.
Performed data mapping and migration planning, setting up deduplication protocols to maintain data integrity during the transfer from Salesforce.
Built custom automations in Dynamics 365 to replicate and improve upon existing workflows for account, contact, and case management.
Completed the data migration with quality checks to ensure complete and accurate transfer of customer information, accounts, and case histories.
Implemented user access controls and configured role-based permissions to align with FIMC’s organizational hierarchy and compliance requirements.
Provided extensive training and support to FIMC teams to familiarize users with Dynamics 365, including new features and process improvements.
Established continuous support and monitoring to manage change adoption, ensure system stability, and address user queries post-migration.
Benefits
Enhanced data integrity with a thorough migration process, resulting in a 98% reduction in duplicate entries across accounts and contacts.
Increased efficiency in account and case management by automating processes in Dynamics 365, reducing manual effort by 40%.
Improved customer service response times due to streamlined workflows and real-time case tracking within the Dynamics platform.
Enabled scalable operations to support FIMC’s growth, providing the flexibility to adjust processes and add users as needed.
Strengthened compliance through detailed user access controls, ensuring that only authorized personnel have access to sensitive customer information.
Provided FIMC teams with a more intuitive, unified CRM experience, enhancing productivity and satisfaction with the user-friendly Dynamics interface.
Achieved a smoother transition with high user adoption rates due to comprehensive training and dedicated post-migration support.
*Partnered with Imagene.
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