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T H March Adopts Modern Best Practice to Deliver Priceless Customer Service

By Jim Lein - Originally posted on Oracle Midsize


Neil McFarlane, Managing Director of Chartered Insurance Brokers T H March had wanted to join the Royal Air Force as a pilot (“jet jockey”) but sadly his vision let him down. Three decades on, however, it is his vision that is the driving force behind this highly successful company of British Insurance Brokers as it prepares to make a giant technological leap forward.

On the surface, insurance might seem rather boring when compared with the glamour of jet fighters. But if you consider that insurance, like piloting jets, is really all about taking calculated risks, (particularly when you consider that Neil’s company specialises in the jewellery industry) it’s not really quite so far removed! Add into the mix being able to understand people and what they deem important enough to insure, as well as security, jewellery trade crime and prevention, it suddenly gets a lot more interesting!

Neil was one of four Oracle customers presenting in our annual customer-focused session at Oracle OpenWorld, Customer Voices: IT Strategies and the High-Growth Organization. This session focused on thought leadership from executives at growing companies relating to how they are deploying technology solutions to adopt Modern Best Practice.

The fundamental insurance product needs of T H March’s clients may have not changed much since 1887 but the expectations of clients themselves have. Today, customers expect their sales and relationship managers to have a comprehensive view of all past interactions as well as insightful anticipation of their future needs. Plus, they require ready access to customer service across all their preferred communications channels

In the Oracle OpenWorld session, Neil shared his company’s plans to adopt Modern Best Practice for sales, marketing, and customer care by leveraging the enabling technologies of cloud, social, mobile, and analytics. T H March is now deploying Oracle Sales Cloud to facilitate more effective and efficient client interactions. Concurrently, they are deploying Oracle Eloqua Marketing Automation which will enable them to read and respond to the Digital Body Language that identifies the interests and preferences of their customers and prospects.

TH March and its affiliates help insure their clients against the loss of jewelry that is valuable-sometimes invaluable. Nothing is more important to Neil McFarlane than protecting his most priceless assets-his company's clients and reputation. I'm looking forward to learning more about how adopting Modern Best Practice - enabled by Oracle solutions - will help maintain those high standards now and for years to come.


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