Allstate Ignores CRM Skepticism - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

IoT
IoT
News

Allstate Ignores CRM Skepticism

Allstate expects to increase sales and cross-selling opportunities by making it possible to share customer data throughout multiple apps.

Despite analyst reports and user surveys that question whether customer-relationship management systems can deliver on their hype, Allstate Insurance Co. is going ahead with an extensive CRM project that pulls together its marketing-campaign management, sales-lead management, and call-center apps. Once the system is fully operational next year, it's expected to increase sales and cross-selling opportunities, and improve customer satisfaction, loyalty, and retention rates.

The integrated CRM system, known as the E-CRM Center of Excellence, has been in the works since September 2000. Allstate VP Dennison DeGregor says the insurance giant would like to put to use a wealth of customer data stored in back-office systems. "We want to make the right offer to the right customer through the right channel at the right time," says DeGregor. "That's really the Holy Grail of CRM."

Although DeGregor has declined to reveal the cost of the project, he says the rule of thumb for implementing such an extensive system is $100 million in three years. Allstate expects to see incremental revenue gains, as well as potential savings from improved efficiency and productivity.

The project's biggest challenges, however, are cultural rather than technical. For instance, call-center workers, typically judged according to the call volume they handle, will become revenue generators by turning calls into sales leads and cross-selling opportunities. As a result, Allstate is devising new metrics for evaluating call-center employees.

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
State of the Cloud
State of the Cloud
Cloud has drastically changed how IT organizations consume and deploy services in the digital age. This research report will delve into public, private and hybrid cloud adoption trends, with a special focus on infrastructure as a service and its role in the enterprise. Find out the challenges organizations are experiencing, and the technologies and strategies they are using to manage and mitigate those challenges today.
Commentary
Future IT Teams Will Include More Non-Traditional Members
Lisa Morgan, Freelance Writer,  4/1/2020
News
COVID-19: Using Data to Map Infections, Hospital Beds, and More
Jessica Davis, Senior Editor, Enterprise Apps,  3/25/2020
Commentary
Enterprise Guide to Robotic Process Automation
Cathleen Gagne, Managing Editor, InformationWeek,  3/23/2020
Register for InformationWeek Newsletters
Video
Current Issue
IT Careers: Tech Drives Constant Change
Advances in information technology and management concepts mean that IT professionals must update their skill sets, even their career goals on an almost yearly basis. In this IT Trend Report, experts share advice on how IT pros can keep up with this every-changing job market. Read it today!
White Papers
Slideshows
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Sponsored Video
Flash Poll