Content Source: Microsoft Customer Stories.

With offices in Toronto, Ontario, Canada, insurance provider Dorbar has been providing employee benefit solutions and insurance services to small and midsize businesses since 1988. Dalikoo CRM is a customer relationship management suite that runs natively on Microsoft 365. Dorbar was looking to implement a user-friendly, customizable CRM solution to further improve its customer service. Following a quick implementation and training period, Dorbar’s employees are now using Dalikoo CRM as their daily hub for all customer-related transactions.

Delivering innovative insurance solutions and employee benefit programs

Operating out of the Greater Toronto Area in Ontario, Canada, Dorbar has provided insurance services and employee benefit solutions to small and midsize businesses since it was founded in 1988.

Dorbar’s vision is to be an industry leader and the service provider of choice in the design, implementation, and management of employee benefit programs. The company strives to exceed expectations through dedication to service, people, and innovation while always being mindful of confidentiality, transparency, and integrity.

Dorbar was already using Microsoft 365 and other products and services provided by its managed services provider, My Blue Umbrella. Together with My Blue Umbrella, Dorbar was looking for a solution that would enable quick, seamless access to information; support customized workflows and a rapidly increasing customer base; and integrate with Microsoft Exchange Server and OneDrive for Business.

Dalikoo CRM for Microsoft 365 checks all the boxes for Dorbar

Available in Microsoft AppSource and the Azure Marketplace, Dalikoo CRM is a customer relationship management solution that installs and runs natively on Microsoft 365. Installed directly in a customer’s Microsoft 365 environment, Dalikoo CRM enables users to control all aspects of user access and data management. And because Dalikoo CRM runs on Microsoft 365, it is naturally compliant with Microsoft’s security policies and practices. 

When Dorbar’s management were ready to pursue a modernization solution, they reviewed Dalikoo CRM and were impressed by its simplicity and intuitiveness. They also appreciated its rich customization options and its ability to execute complex workflows. Knowing Dalikoo CRM would natively support their Outlook and Exchange email environment assured Dorbar’s decision-makers Dalikoo CRM was the right choice for their business needs. Arik Kalininsky, CEO of Dalikoo, said, “Our user interface is very intuitive – depending on your access rights, you will work with simple screens requiring an extremely short learning curve. Most of our clients can fully navigate Dalikoo within minutes.”

Before implementation, Dalikoo created a communication channel in Microsoft Teams, and invited business and technical stakeholders from both companies to collaborate on the project. Dalikoo’s business advisors worked with Dorbar’s management on understanding requirements and priorities and identifying customized features and workflows that fit Dorbar’s business needs and culture. Dorbar’s goals included being able to perform complex workflow and data management operations while “keeping it simple” for business-minded, non-technical insurance industry professionals. Another important goal was to ensure Dalikoo CRM would adhere to the insurance industry’s strict compliance and regulatory guidelines. 

Following a quick deployment and training phase, Dorbar integrated Dalikoo CRM as its “operating system” for handling all client communications. Dalikoo’s simple interface allows Dorbar’s agents to enter data and access relevant information with ease. Furthermore, Dalikoo CRM’s customized dashboards deliver additional important peripheral data every time Dorbar’s insurance professionals make a query or perform a transaction. 

Improved data management boosts workflow execution and employee efficiency

“The Microsoft 365-based CRM platform, customized by Dalikoo for our company, has greatly improved the accessibility and management of our clients’ data,” said Geoff Allan, CEBS, ISCEBS-Fellow, Benefits Analyst, Dorbar. “The workflow dashboards are a particularly useful feature that allows each team member to monitor the progress and activity of our various clients’ projects.” 

Dalikoo CRM’s native integration with Microsoft 365 enables Dorbar to continue using its existing employee directory for login and permissions allocations. Additionally, Dalikoo CRM integrates Microsoft Power Automate to synchronize all contacts with Microsoft Exchange. As a result, Dorbar employees have unified access to all business contacts through the Microsoft Outlook app on their computers and mobile devices. 

Dorbar’s management and employees have already noticed improved access to information and business workflow execution, thanks to Dalikoo CRM. Important events and dates are presented to agents in a timely fashion, allowing them to make informed decisions and take appropriate actions. Dalikoo CRM’s integration with Microsoft 365 reduced training and administration costs because business and technical users were already familiar with Microsoft’s user interfaces and file formats.  

Greg Newton, President at Dorbar, said, “Ease of use, reporting, and user customization has improved our efficiency significantly and raised the quality of communication across our entire organization. The Dalikoo team were responsive to our needs and have provided us with a system that has exceeded our expectations.”

“The Microsoft 365-based CRM platform, customized by Dalikoo for our company, has greatly improved the accessibility and management of our clients’ data. The workflow dashboards are a particularly useful feature that allows each team member to monitor the progress and activity of our various clients’ projects. “