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VVAA, the Netherlands' leading insurance services provider to the healthcare sector, wanted to introduce online services for customers and reduce the time employees spend on manual claim approval processes. In 2006, Tino Scherpenzeel, Chief Information Officer at VVAA, deployed a flexible, integrated Customer Relationship Management (CRM) system based on Microsoft Dynamics CRM. The solution integrates data from the company's line-of-business applications to provide a basis for a new Web service. It also provides employees with the tools to create superior products and services that are personalised for each customer, based on individual financial needs. This allows staff to communicate with customers in a highly professional manner.
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