Santam, a South African insurance company, invested in Microsoft Dynamics CRM to manage complaints across all business units and provide reporting required by new regulations. Dynamics CRM provided a single view of complaints, automated routing based on business rules, and real-time dashboard insights. Santam selected Mint as their implementation partner for the first CRM project due to Mint's expertise in Dynamics CRM and ability to deliver based on Santam's criteria.

1. Project Sheet 23 August 2015
Santam invests in Dynamics CRM to manage their Client
Care Centre
Property of Mint Management Technologies 2015

2. www.mint.co.za info@mint.co.za +27 (0) 11 856 4400 @mint_consulting
Santam is a South African Insurance Company who first opened their doors in 1918 in Cape Town. With assets totalling more than
R17 billion, a countrywide, world-class contact centre infrastructure, a thriving intermediary network and more than 650 000 policy
holders, it's no wonder that Santam is South Africa's leading short-term insurer. Santam considers their broker relationships to be
one of their core strengths, and continues to promote it as a channel of choice to their clients. Clients are however provided with
multiple points of access, so that they can deal with the organisation in the way that their clients feel most comfortable. Santam’s
need to manage and report on all complaints received, across all business units lead to the establishment of the Client Care
Project.
“We have transferred our business to CRM in January 2014. We required a system that was flexible, user friendly,
could integrate with our various systems currently in operation across business and would allow us to monitor
and report on TCF requirements. CRM offers all of the above and so much more. We could not be happier with
the system.” Jeanne Hamman – Client Care Manager Santam
About the Client

3. www.mint.co.za info@mint.co.za +27 (0) 11 856 4400 @mint_consulting
• A single view of complaints (across all business units and outsourced
business underwritten by Santam)
• National reporting requirements (across all business units and outsourced
business underwritten by Santam)
• Automated routing based on business rules
• Real-time insight (via dashboard).
Requirements

4. www.mint.co.za info@mint.co.za +27 (0) 11 856 4400 @mint_consulting
Santam required a solution to help them to adhere to new national regulatory guidelines called TCF “Treat Customers Fairly”, as
from 1 January 2014. The solution was required to provide a holistic view of all complaints received from the various stakeholders
that Santam engage with. The solution also needed to be scalable to cater to a wider view within the enterprise to include other
Contact and interaction channels, as well as to align with other customer management projects in progress and new projects
planned for the future. Microsoft Dynamics CRM 2011 was identified as the software of choice to manage these interactions.
Together with
Solution

5. www.mint.co.za info@mint.co.za +27 (0) 11 856 4400 @mint_consulting
• Administration of all web applications is done
centrally and internally;
• A third party company is not required to update
content;
• Authors are able to update the website content easily
& on a familiar user interface;
• Users are able to search for and find information &
documentation quickly and easily.
Benefits

6. www.mint.co.za info@mint.co.za +27 (0) 11 856 4400 @mint_consulting
Santam identified Mint as a leader in the Dynamics CRM
arena and selected Mint as their partner of choice
through an intense “tender process” for their first CRM
project, whereby Mint’s ability to deliver and meet the
valuation criteria was of paramount importance. Mint’s
insights into Santam’s business processes through our
on-site project manager has ensured continuity between
the various customer focussed projects.
Contact us today if you have a problem you would like
solved
Why Santam chose Mint