2015 CRM Solutions: A Vendor Spectrum

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28 April 2015


Customer relationship management systems are one of the components in many insurers’ application maps. Although CRM solutions are not unique to the insurance industry like policy administration or claims systems, they are still key technologies used to manage relationships with customers, whether customers are defined as agents/distributors, claimants, policyholders, or prospects.

In the report 2015 CRM Solutions: A Vendor Spectrum, Celent provides an overview of the insurance-focused CRM systems available for insurance carriers. The report profiles 11 solutions from 11 vendors, providing an overview of functionality, customer base, lines of business supported, and the technology, implementation, pricing, and support.

As such, it seeks to answer three key questions.

“There are hundreds of CRM solutions available today from firms large and small, well-known and obscure,” says Karlyn Carnahan, a research director with Celent’s Insurance practice and the author of the report. “We are seeing more carrier interest this year than in prior years as carriers focus on improving the customer experience.”

This report is focused on enterprise solutions for larger-scale organizations similar to most US insurance firms. The report does not include CRM solutions that are appropriate for small organizations such as independent agencies or advisors. It also does not address horizontal solutions that are not specifically targeting the insurance industry with tailored capabilities.

Vendors included:

  • Acidaes Solutions
  • AddACCION S.A.
  • Client Marketing Systems
  • Ebix
  • GoldMine
  • Intellect SEEC
  • Microsoft
  • NexJ
  • Pegasystems
  • Salesforce
  • SAP

This report contains 12 figures and 33 tables.