Case study: Lloyd’s of London

lloyds of london logo
Insurance digital transformation
  • A global workforce connected through one single source of customer data.
  • Hundreds of thousands of records and tens of thousands of client interactions migrated.
  • Streamlined processes to increase efficiency and reduce operational costs.

Lloyd’s has been one of the biggest insurance brokers in the world since their formation in 1686. As a large, global organisation, Lloyd’s have significant amounts of staff working across different locations, all with their own data and ways of working. Lloyd’s greatest assets have always been their customers, partners, managing agents, and syndicates. It’s so valuable for them to drive forward a customer-centric culture through knowledge and insight sharing across the business.

Parts of Lloyd’s technological infrastructure needed an upgrade, as it was no longer fit for purpose. Their current version of Dynamics could not support the latest Microsoft features, nor was it an evergreen CRM solution. This meant that when Microsoft rolled out security upgrades or released new features, these would not be part of Lloyd’s system.

For an organisation where customers are at their heart, Lloyd’s customer relationship management was key to all their business operations. Using an on-premise version of Microsoft Dynamics CRM had traditionally been enough for their needs, but to keep their organisation as a customer-centric business, they needed a tailored CRM solution that could upgrade their system and gain access to all the new features on offer from Microsoft and cloud agility.

Lloyd’s of London required a CRM solution that would meet their wide-ranging needs and goals. This meant the CRM solution needed to be: 

  • Accessible from anywhere in the world, using any device
  • Provide interactivity between different Dynamics apps
  • Create a collaborative environment for different processes
  • Offer a unified interface that is intuitive, simple to use and low-code
  • Maintain and improve their existing third-party integrations
  • Scale and grow alongside their usage of Dynamics and the Microsoft Power Platform strategic initiatives

While Lloyd’s knew it was time for them to move to the cloud, there needed to be a lot of careful planning and consideration to ensure this technically complex upgrade and migration were successful.

As well as moving across to the cloud, Lloyd’s also needed to have their Dynamics upgraded from version 7 up to version 9. This would provide them with a unified interface and a responsive version of Dynamics that would work across all devices, whilst also being intuitive and easy to use.

  • An audit of their full Dynamics estate, including tables, custom entities, documents, and data stored
  • Creating a series of recommendations in a report on how to accomplish the migration
  • Assessing all the data held within the on-premise Dynamics, we determined whether different data could be migrated, if it adhered to GDPR principles, and if the data was still relevant and up-to-date
  • Building a custom solution for the content migration, we migrated the content onto a development environment to avoid disruption and fully test the data quality prior to completing the full migration
  • Installing the latest version of Dynamics for Lloyd’s and configuring it to cloud, we also helped them rebuild the different Dynamics apps they needed in Dynamics 365
  • Completing a full licence review with Lloyd’s, we ensured they only paid for what they needed to use with Dynamics
  • Working with Lloyd’s on the best practice for the CRM solution release and change management to ensure adoption throughout the business

Through this digital transformation, we were able to help Lloyd’s implement a new CRM solution to bring cultural change by putting CRM at the heart of the organisation, supporting a customer-centric philosophy. This created a one-stop-shop for stakeholder insights and data, providing a single view of customers, and allowing better informed business decisions to be made. Some of the benefits seen through this new solution included:

  • Supporting global collaboration across a diverse workforce
  • Providing transparency into Lloyd’s customer base to let them gain a deeper insight into their customers and help improve their customer relationships
  • Allowing teams across the world to access up-to-date data and tools when they needed them
  • Creating additional cost savings by decommissioning their existing infrastructure
  • Ensuring costs remain low by providing a scalable solution where they only need to pay for the D365 licence of what they actually use
  • Providing a unified interface that’s intuitive and easy to use
  • Creating a seamless user experience that could streamline processes and promote an efficient way of working

With the right technology in place, Lloyd’s is now well positioned to be a real customer-focused organisation, placing customers at the heart of every business decision they make going forward. 

Having a scalable and agile solution in place gives Lloyd’s the capability to adapt to any changes in their business, industry, or amongst their customer base for continued success in the years to come.

All this has empowered Lloyd’s to become even more heavily invested in their customer relationship management. Finding and implementing the right technology was just the first step. They now have commitment throughout the organisation to CRM and strategies and targets which can be complemented by D365 and the Power Platform.

Related Case Studies

RBS Logo

Increasing productivity and efficiency across a global workforce

Nats logo

A digital transformation to increase efficiency and reduce operational costs

case studies

Empowering global growth through a transformative digital strategy

NHS Logo

Creating cost savings through streamlined systems for the NHS