Unifying CRM Systems for a Health, Wealth & Life Insurance Firm with Dynamics 365 CE

Industry & Challenge

A leading financial services firm specializing in health, wealth, and life insurance struggled with disconnected CRM systems across its business units. Each division operated independently with its own CRM, creating data silos, inefficiencies, and missed cross-selling opportunities. Without a unified system, collaboration between business units was difficult, and executives lacked a 360-degree view of client relationships.

Solution Provided

TrellisPoint deployed Microsoft Dynamics 365 Customer Engagement (CE) to consolidate three separate CRM systems into one unified platform. This strategic transformation enabled:

• A complete 360-degree client view, improving relationship management.
• Seamless collaboration across business units, allowing for better cross-selling and referrals.
• Centralized data management, ensuring consistency and reducing duplication.
• Advanced reporting and insights, providing leadership with real-time visibility into client interactions and business performance.

With a single source of truth, the firm now operates more efficiently, maximizes revenue opportunities, and delivers a seamless experience to clients across all financial services.

Results & Impact

• Increased cross-selling: Teams can now easily identify opportunities across business units.
• Eliminated data silos: A single CRM ensures accurate and consistent client records.
• Enhanced collaboration: Advisors and business units can work together on relationship management.
• Improved executive insights: Leadership now has real-time visibility into the entire client portfolio.
• Lower IT costs: Reduced maintenance and licensing costs by consolidating systems.

Lessons & Takeaways

• A disconnected CRM environment hinders collaboration, sales opportunities, and client satisfaction.
• Consolidating multiple CRM systems simplifies operations and improves efficiency.
• A 360-degree client view drives smarter decision-making and stronger relationships.

By modernizing their CRM strategy, TrellisPoint helped this financial services firm achieve operational efficiency, enhance client insights, and unlock revenue growth.

Consolidating Multiple CRMs into Microsoft Dynamics 365 FAQ

Why was having multiple CRM systems a problem?

Each business unit worked in isolation, leading to duplicate client records, poor collaboration, and lost cross-selling opportunities. Leadership also lacked a single view of client relationships.

What are the benefits of consolidating CRM systems into Dynamics 365 CE?

• A unified client view across health, wealth, and life insurance services.
• Better collaboration between business units for relationship management.
• Cost savings from eliminating redundant systems and IT maintenance.
• Enhanced reporting and analytics for better decision-making.

How does a 360-degree client view improve business performance?

By combining all client interactions, policies, and financial history in one system, teams can:

• Identify cross-sell and upsell opportunities more effectively.
• Provide a personalized client experience based on full data visibility.
• Improve client retention through proactive engagement strategies.

How did TrellisPoint ensure a smooth transition from three CRMs to one?

We followed a structured migration plan, including:

• Data consolidation & cleanup to ensure accuracy.
• Process alignment workshops to unify workflows across business units.
• User training & adoption strategies to ensure high engagement with the new system.

What cost savings did the company realize by moving to a single CRM?

By eliminating three separate CRM licensing and maintenance costs, the firm significantly reduced IT expenses, while also improving operational efficiency.

Can this approach work for other financial services companies?

Yes! Any financial services firm operating with multiple CRM systems can benefit from this approach by unifying data, improving collaboration, and driving revenue growth.