Case Study: Santam achieves faster, more efficient risk surveying with Microsoft Dynamics 365 Field Service

Santam uses Microsoft Dynamics 365 Field Service to streamline risk surveying

Santam, a leading insurer in South Africa, needed a better way to manage risk surveying after its manual and bespoke processes became time-consuming, hard to maintain, and less aligned with day-to-day field operations. The company turned to Microsoft Dynamics 365 Field Service to support its risk surveyors with a more agile, cloud-based way to assess assets, document findings, and manage survey workflows more efficiently.

Microsoft Dynamics 365 Field Service helped Santam improve scheduling, route planning, offline reporting, and case management, with integration into Dynamics 365 Customer Service and support from Power Apps. The results included reduced backlog of uncompleted survey requests, more completed surveys per period, better collaboration between surveyors and contact centres, improved staff morale, and a lower total cost of ownership compared with the bespoke system.

Santam

Leon Swanepoel

Manager, Business Process Optimization