Model-Driven App CRM Transforms Insurance Broker Operations
A 220-broker UK insurance firm replaced their existing CRM with a bespoke Dataverse-powered Model-Driven App CRM, cutting licence costs by £180,000 annually and boosting pipeline visibility to 100%.
The Challenge
The firm was paying £180,000 annually for CRM platform licences, yet only 40% of features were being used. Brokers were duplicating client data across 3 systems, pipeline reporting took 2 days to compile manually, and the sales director had no real-time view of the 220-broker team's activity.
Our Solution
We built a fully bespoke CRM on Microsoft Dataverse using a Model-Driven App, replacing the existing platform entirely. The solution included custom entities for policies, renewals, client relationships, and broker activity tracking. Power Automate flows automated renewal reminders, broker onboarding, and compliance document requests. Power BI dashboards embedded directly in the app gave real-time pipeline and performance visibility.
Key Outcomes
£180,000
Annual Licence Savings
Complete elimination of legacy CRM licensing costs
Real-time
Pipeline Reporting
Reduced from 2-day manual compile to live embedded Power BI
94%
Data Deduplication
Client records consolidated from 3 systems into one Dataverse source
97%
Broker Adoption
User adoption rate within 6 weeks of go-live
Technologies Used
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