Сustomer Relationship Management System as a SaaS on Example of Insurance Broker Company

Abstract

Commercial and non-commercial organizations that have a large customer base need a system that allows them to work effectively with such a base. In contrast to European practice, insurance brokerage companies in Ukraine have started to develop relatively recently. Today it is quite difficult to find a client base management system that meets all the needs of a brokerage company. Such companies are forced to either use universal customer base management systems, which often means the lack of specific functionality, or use programs from the office suite (MS Excel, MS Access). Obviously, both options have significant drawbacks.The paper describes the details of the requirements analysis and implementation of the client base management system for brokerage companies in the field of insurance. Such a system must take into account the specifics of companies and their business model in order to fully meet the requirements. The ability to work with a large number of records from any device, as well as the availability of forms and elements to display purely industry-specific indicators is a key aspect in the design and implementation of the system.Based on the results of the work, a CRM system was obtained, which fully satisfies the necessary basic requirements.The need for specialized CRM systems for brokerage companies today is acutely felt in the Ukrainian market. The specifics of the companies, as well as the special requirements for the system do not allow the full use of universal CRM systems.According to the results of the analysis of insurance needs of companies in the field of CRM-systems and its functional content, SaaS is the model that will suit the vast majority of users. This model allows you to get a working version of the product with minimal cost. In addition, the use of SaaS eliminates the need to hire specialists to maintain the stability and development of the system.The created version of the CRM system for an insurance brokerage company takes into account the basic requirements and can be used as a basis for further development of the system and its full-scale commercial use.Manuscript received 09.06.2020