AXA Group

Insurance group with a presence in more than 60 countries

The company

AXA Group has currently presence in 64 countries and 166,000 employees serving 107 million customers. Its experience is reflected in a range of products and services tailored to each of its three core business areas: Life Insurance, General Insurance and Capital Management.

Business Challenge

Due to constantly increasing competition, the Group needed to respond on time and validly to its customers and partners’ network demands, aiming at:


  • Gradually meeting the needs of the organization
  • Utilizing cutting-edge technologies to empower staff
  • Increasing staff efficiency and productivity
  • 360° Customer view
  • Optimal sales & service coordination
  • Providing high quality service
  • Increased customer loyalty
  • Developing customer base

The solution

To meet the above requirements, AXA Group has sought a modern international Customer Relationship Management (CRM) solution that enables the implementation of a well-designed strategy to manage customer-centric relationships, customer service, and the use of state-of-the-art technologies to empower staff and increase productivity. Based on the above, AXA Group chose to cooperate with Data Communication for the implementation of an integrated Microsoft Dynamics 365 CRM solution. Data Communication was selected for its 30+year expertise in the Greek market and its extensive expertise as Microsoft Partner by implementing more than 200+ Microsoft Dynamics projects.


The implementation of the project included: 


A. Request handling subsystem:
  • Automatically import and creation of requests
  • Service processes’ automation
  • Full integration and compliance with SLAs
  • Monitoring all activities related to each request, ensuring comprehensive insights of all relevant communications
  • Assignment of each request to the appropriate team, department or user
  • Complete automation of all electronic communication with external partners, integrating with Exchange
  • Keeping track of requests’ progress, history and resolution
  • Integration and two-way communication with the Group’s back office systems
  • Information security audit 
  • Collaboration with legal department


B. 360° Customer View:


  • Matching clients with insurance items (contracts, policies, claims etc.)
  • Integration with backoffice systems to daily update the CRM database
  • Creation of screens displaying all customer information 
  • GDPR Compliance


Briefly, ΑΧΑ Group benefits from:


  • International best practices and cutting-edge technologies offered by Microsoft Dynamics 365 CRM
  • Increased customer satisfaction and loyalty due to quicker resolution of requests and personalized service
  • Service level agreement compliance (SLA) 
  • Empowering service department representatives, increasing their productivity and efficiency, in addition to improvement of all customer service productivity indicators 
  • Integrated oversight of customer service communication with customers and of all related service requests
  • Accurate, real-time information in order to evaluate both marketing campaigns and Service Department productivity


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