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Insurance provider gets tailored CRM solution.

IAG NZ, a wholly-owned subsidiary of Insurance Australia Group, is the largest general insurer in New Zealand. It trades under the State and NZI insurance brands. NZI provides a broad range of rural, business and personal insurance products through the broker distribution network. The NZI team identified the opportunity Microsoft CRM functionality could bring to their business to further enhance their multi-layered relationships with their brokers. NZI engaged the services of Business Mechanix to identify and implement a solution that would meet their business needs and further facilitate consistent service delivery across the broker distribution channel.

Implementing CRM

Business Mechanix is a Microsoft Gold Partner and a Microsoft CRM Certified Solutions Advisor with extensive experience implementing CRM. Having previously implemented another Microsoft project for a different team within IAG NZ they had all the necessary credentials to be the CRM partner of choice for this project.

Business Mechanix arranged workshops with the broker channel to help the team identify what they required from a CRM solution and tailored an implementation strategy which met the company's business objectives and recommended a plan for deployment. This pilot has been recently implemented to a team of 70 staff with positive feedback. The team is confident that the Microsoft CRM solution and functionality will be beneficial and are looking at future roll-outs.

Working Together

Lyndal Stewart, Business Development Director for Business Mechanix, says the pilot project was complex and multifaceted, with a large number of users and multiple implementations nationwide. “Business Mechanix worked alongside the NZI team and provided all CRM business consulting, solution design, implementation strategy, configuration, customisation, training, CRM support, data conversion and data management.

“We also coordinated with NZI‟s other technology vendors, to ensure if was a team effort. The end result is that Microsoft Dynamics CRM is configured according to NZI‟s specific needs giving them an aerial view of their broker community.”

“The key to our part of the project was to ensure we spent the time upfront with NZI business users to thoroughly capture their specific requirements so we could ensure that what we delivered was a solution aligned with the way they worked. Of course, we did this using our usual Business Mechanix innovation, team spirit and focus on quality work!” says Stewart.


The NZI Project Manager says the project is new for the company but she's confident the solution will deliver value.

“We're in the pilot phase but the feedback has been positive. I've been impressed with the team at Business Mechanix; their proactive approach and ability to deliver a quality tailored solution on time has contributed to the success of the project.”