Independence Health Group improves sales effectiveness and customer relationship management

Business Situation

Independence Health Group (Independence) delivers health care to more than 8.5 million people in 29 states. In a rapidly evolving digital environment, it was challenged to effectively manage complex customer relationships and execute sales activities across lines of business using its legacy manual solutions. It needed a single customer relationship management (CRM) platform that could provide leading reporting and analytics capabilities and improve workflow and communication processes.

“This should be the poster child for how we run projects at Independence.”


Independence Chief Marketing Officer and Leader of Sales Enablement and Support

Solution

Using an agile delivery approach (a first for Independence), Accenture and Avanade – a joint Accenture and Microsoft venture – helped the company implement Microsoft Dynamics 365, providing its sales teams with simpler, more effective digital tools to support the end-to-end sales cycle. This solution included integrated data for a more complete view of the customer relationship; analytics capabilities to power sales planning and execution processes; and the Dynamics CRM mobile app to give sales teams access to data anytime, anywhere.

Results

With data-driven insights and mobile capabilities, Independence:

  • Can make better business decisions more quickly and efficiently;
  • Increase retention and drive new up-sell and cross-sell opportunities, particularly now that customers have more attractive and tailored product options; and
  • Expects to increase revenue and save approximately $2 million in administrative costs annually.

Engage with Avanade's Microsoft D365 team to enable people-first, intelligent business applications for the era of intelligence. Learn more about what we can do for your company with Microsoft Dynamics 365.

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