How modern CRM automation delivered a 70% lift in broker engagement

A leading specialty insurer modernised its engagement model by moving away from fragmented, email-driven processes towards a unified Dynamics 365 CRM automation framework.

The shift was not about replacing tools. It was about creating greater clarity across broker relationships, improving how cases flowed through the organisation, and making communication more relevant, timely, and measurable.

By investing in CRM modernisation for insurance, the insurer strengthened both customer service and marketing execution without disrupting core insurance operations.

Inside the case study, you’ll see how the insurer approached:

• Connecting broker and policyholder data across systems to move closer to a single, usable relationship view
• Restructuring case handling to reduce dependency on inbox-driven workflows and improve service consistency
• Modernising marketing automation to support behaviour-led engagement instead of static, one-size-fits-all campaigns
• Driving measurable engagement gains through more targeted communication and streamlined execution

The result was a measurable improvement in broker response, marketing efficiency, and overall service effectiveness — without disrupting core insurance operations.

Build a CRM foundation designed for broker-led growth.

Download the case study to understand how an integrated Dynamics 365 ecosystem helped this insurer strengthen engagement, improve operational flow, and create a more connected broker experience.

Download the case study.