Customer journey first
Clear communication, tracking, resolution, evaluation, and service-specific surveys.
Why i-CRM for your company?
A better customer journey, stronger regulatory confidence, and clearer service control.
i-CRM is a specialised, governed platform for customer care, complaint handling, and service feedback—designed for insurance operations and adaptable to your service model.
Product differentiation
A specialised platform built around customer care, governance, and insurance operations.
Governance embedded
SLA control, escalation, Case Reassignment, evidence, audit, and closure discipline.
Insurance-focused by design
Built around insurance customer care, complaints, policy context, and regulator-related handling.
Adaptable to your company
Configurable classifications, templates, surveys, dashboards, reports, and business rules.
Ready for your environment
Integration-ready and deployable according to the insurer’s approved technology strategy.
Value priority
Customer benefit first, followed by regulatory readiness and operational visibility.
For your customersFaster attention, clearer communication, visible progress, and a more transparent resolution experience.
For regulatory readinessStructured references, controlled deadlines, evidence, and reliable reporting.
For your companyBetter ownership, proactive SLA control, recurring-issue visibility, and management insight.
Practical path to go live
Move to a governed customer-care model through a controlled implementation.
The phased approach protects service continuity, validates the customer journey, and prepares the organisation for sustainable adoption.
01
Discovery and Alignment
Confirm customer journeys, lifecycle, channels, classifications, IA fields, regulator-related fields, survey model, roles, reports, and integration priorities.
02
Configuration and Integration
Configure business rules, calendars, communication templates, surveys, permissions, dashboards, and required system connections.
03
Validation and User Acceptance
Test scenarios from registration through routing, Case Reassignment, escalation, communication, closure, survey delivery, and reporting.
04
Go-Live and Optimisation
Launch, monitor adoption, refine dashboards, analyse root causes, and identify continuous-improvement opportunities.
Operating readiness
Configuration, traceability, and insight remain part of one platform.
Governed operating model
One lifecycle for complaint, request, suggestion, regulator-related handling, communication, closure, and feedback.
Configurable business control
Master data, calendars, SLA, escalation levels, templates, roles, visibility, and survey triggers adapt to the insurer’s approved model.
Traceability and evidence
Ownership, Case Reassignment, communications, files, dates, decisions, closure, and audit history remain connected.
Management visibility
Dashboards, reports, exports, survey insight, root causes, and performance indicators support operational action.