Direct Line Insurance. The investigations focus was the decision to cease writing their own bespoke software in favor of purchasing an off the shelf CRM (Customer Relation Management) solution

... FO Degree Networking Case Study Direct Line Insurance 21st March 2006 Contents GROUP WORK 3 INTRODUCTION 3 REPORT 4 CONCLUSION 12 BIBLIOGRAPHY 13 APPENDIX ........................................................................................................................ 14 Group Work The team (three members) was tasked to investigate Direct Line Insurance. The investigations focus was the decision to cease writing their own bespoke software in favor of purchasing an off the shelf CRM (Customer Relation Management) solution. As part of the investigation the team considered the situation prior to the purchase of the software, the effects or influences of kaizen on any solution, Direct Line Insurance acquisitions' and the customer experience. The task was broken down into a number of parts: * Initial investigation of Direct Line Insurance * Investigate Kaizen * Investigate Chordiant and CRM software * Produce a CRM diagram * Produce individual reports An initial meeting to delegate responsibilities was held and the report author was designated as project manager. It was agreed that as individuals we would investigate all the major components of the task (this would facilitate

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