Trends Report

CRM Solutions For The Finance And Insurance Industries

Solutions To Support Key Customer-Facing Business Processes

February 14th, 2011
WB
William Band
With contributor:
Paul Hamerman

Summary

Forrester reviewed 24 CRM suite solutions to understand their strengths and weaknesses to support four key cross-functional processes in the finance and insurance industries: 1) claims management; 2) account origination; 3) lead management distribution and management across channels; and 4) cross-selling at sales and service interaction points. We found that Pegasystems, and SAP CRM have strong solutions for the industry-specific business processes of the finance and insurance sectors. NexJ, Oracle CRM On Demand, Oracle PeopleSoft Enterprise CRM, Oracle Siebel CRM, salesforce.com, and Sword Ciboodle also offer strong capabilities. CDC Software, Microsoft Dynamics CRM, and RightNow Technologies provide support for selected finance and insurance processes. In addition to doing deep due diligence about the fit of CRM solutions to meet the unique requirements of the finance and insurance industries, business process professionals must take into account the increased popularity of the software-as-a-service (SaaS) deployment approach, the rise of business process management (BPM) solutions, and the rapid adoption of mobile technologies.

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