Insurance · CRM · Portfolio
Skydd Insurance
CRM transformation & business automation
V3 in development
- Client
- Skydd Insurance
- Technology
- Zoho CRM, Zoho Desk
- Platform
- Zoho CRM & Zoho Desk
Overview
Skydd Insurance partnered with Anchor Bridge Consulting to transform its operations through a Zoho CRM-powered ecosystem designed to centralize customer information, automate workflows, and improve visibility across the business. The initial implementation established a digital foundation connecting customer management, policies, renewals, payments, marketing, operations, and customer communication. As Skydd expanded, its needs became more sophisticated, leading to Skydd CRM V3, an ongoing evolution of the platform into a more advanced Marketing & Operations Relationship Layer that works alongside Skydd’s core Admin Panel. The expansion also extends into customer support, evolving the customer experience from standard customer chats and interactions in V2 to a more structured support operation powered by Zoho Desk.
Challenges
Before the initial transformation, Skydd operated with fragmented customer and policy information and several manual processes. Renewal tracking required significant intervention, communication channels were disconnected, and teams had limited real-time visibility into customer engagement, sales activity, and financial operations.
As the business grew, the challenge evolved. Marketing, Growth, and Operations needed deeper visibility across the customer lifecycle, from first marketing interaction through signup, quote, purchase, renewal, retention, and cross-sell, without duplicating the operational functions of Skydd’s Admin Panel.
Customer support requirements also increased as the business and volume of customer interactions grew. While V2 enabled standard customer conversations, Skydd needed a more structured system for managing enquiries, complaints, support tickets, escalations, and resolutions across multiple communication channels.
Solution
Anchor Bridge Consulting initially designed and implemented a structured Zoho CRM transformation that centralized customer and policy information and automated key workflows. The solution brought together lead and customer management, policy and renewal visibility, payment and reconciliation workflows, digital lead capture, customer communications, dashboards, reporting, training, and go-live support.
Building on that foundation, Anchor Bridge is now developing Skydd CRM V3. The expanded solution introduces advanced lead management and campaign attribution, Customer 360 views, automated lifecycle stages, quote and abandoned-quote management, integrated email and SMS engagement, consent and suppression controls, growth and operations dashboards, and a cross-sell/upsell engine driven by customer holdings, demographics, milestones, renewals, and behavioural triggers.
Customer support is also being scaled through Zoho Desk, moving Skydd beyond standard customer chats to a more advanced support environment. The system is designed to centralize customer enquiries, complaints, and support tickets across communication channels, allowing the support team to assign ownership, track ticket status, manage escalations, and follow customer issues through to resolution.
Result
The initial CRM implementation established a more centralized and structured operating environment for Skydd, reducing reliance on fragmented processes and creating stronger visibility across customer-facing operations. It provided the foundation for more structured lead management, policy and renewal visibility, customer communication, financial tracking, and reporting.
Importantly, the platform was built to evolve with the business, enabling Skydd to expand the existing CRM rather than start again as its operational and growth requirements increased. This foundation is now supporting the transition to V3, where marketing, operations, customer lifecycle management, and customer support can be managed through a more connected Zoho ecosystem.
Impact & what’s next
The Skydd engagement has evolved from a CRM implementation into an ongoing digital transformation partnership. V3 is currently being built to support the next stage of Skydd’s growth, connecting Marketing, Growth, Operations, and Customer Support around a richer view of the customer journey while maintaining a clear boundary between the CRM relationship layer and Skydd’s core operational systems. Once completed, V3 is designed to give teams greater visibility into where customers come from, how they progress through the lifecycle, what products they hold, when they may be at risk, and where relevant retention, cross-sell, or upsell opportunities exist. Through Zoho Desk, Skydd will also be better equipped to manage growing customer support demands, consolidate complaints and enquiries across communication channels, track tickets from creation through resolution, and create clearer ownership and accountability around the customer support experience.
