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Carroll London Markets

CRM with Activity Summary Functionality

Carroll London Markets are a division of Carroll & Partners Ltd., an independent Lloyd’s Insurance Broker and specialist Underwriting agency.

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Client Profile

Carroll London Markets are a division of Carroll & Partners Ltd., an independent Lloyd’s Insurance Broker and specialist Underwriting agency based within the heart of the London Insurance Market. In October 2007 the management team of Carroll London Markets acquired Carroll & Partners Ltd from Carroll Insurance Group Ltd. They offer a diverse range of Broking & Underwriting services to Brokers within the UK and Ireland. Their reputation has been gained through their product and market expertise combined with consistently fast delivery of results. Underpinning their success are close relationships with their trading partners, enabling representation in all major markets whilst maintaining a level of security for their investments.

The Problem

Carrolls had utilised Excel spreadsheets for managing the information related to their clients. This made recording communications with their customers difficult to manage and led to some duplication of client data. Crucially, Carrolls had an internal marketing process based around their clients and associated risks, which involved the manual collation of associated communications to be passed interdepartmentally. With no formal way of logging these communications in one system, this process was very laborious. So, Carrolls new system would have to allow for more efficient and cost-effective marketing and sales activities.

The Solution

BlackLight’s approach to helping Carrolls streamline their processes began with a full analysis of their procedures by one of our experienced analysts. This process identified a need for an encompassing system to enable Carrolls to manage client contact information, contact history, marketing outcomes, sales order processes and ongoing customer service activities.

BlackLight’s proposition was to create a customised CRM package using Microsoft Dynamics CRM 3.0. After performing the analysis, BlackLight produced a document which detailed all of the specific aspects of Carrolls processes and how these could be modelled within CRM. As the project began, the standard functionality of CRM was configured to relate to the type of information Carrolls needed to capture, such as:

In addition to configuring the standard CRM functions, BlackLight created a bespoke element within the system to record the risks associated with a particular client.

The Risk element of Carrolls CRM system was the most important element of the solution. With the implementation of the new system, Carrolls were able to remove the laborious task of collating all of the necessary information, instead just clicking a button which scanned and collected all the related records and automatically attached them to an email, which could then just be sent to the appropriate team.

The Benefits

Following the implementation of the new system, Carrolls reported that Blacklights CRM solution provided them with both expected and unexpected benefits. They now run a paperless office with all quotations and orders now produced, recorded and sent using CRM. Every user within Carrolls claimed that they found the system so easy to use that they now cannot work without it. By using the system, Carrolls also gained insight into ways of further enhancing their business processes, and continue to do so with BlackLight.

Testimonial

Carrolls Project Manager, Sami Sulaiman, said the following about working with BlackLight: “The CRM system BlackLight provided has proved very useful. Blacklights ability to tailor it to our exact needs and their ability to understand our business and the way we work, has allowed us to implement the new system with ease. BlackLight has a good understanding of what the product can do and their technical knowledge was second to none.”