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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.

“Esta deve ser a imagem de marca para a forma como executamos projetos na 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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