Capita Insurance Services Extends Customer Strategy with SAP® CRM On-Demand Solution

Capita Insurance Services Expands Its Relationship with SAP to Include Sales Automation Solution

LondonSAP today announced that Capita Insurance Services, the insurance division of the UK’s leading support services company Capita Group plc, has selected the SAP® CRM on-demand solution. The on-demand software builds on the company’s existing deployments of applications from the SAP for Insurance solution portfolio, including claims management, financials and human capital management. Capita Insurance Services selected SAP for the flexibility of its customer relationship management (CRM) software, offering the company the option of starting immediately in an on-demand model and transitioning seamlessly to mySAP™ CRM as business needs evolve.

Capita Insurance Services is deploying the SAP® Sales on-demand solution to meet the immediate needs of its sales organization. The sales force automation (SFA) solution provides the company with visibility across its current and potential customer base, helping improve opportunities to make more effective decisions for business growth and development. Capita Insurance Services plans to add on the SAP® Marketing on-demand solution in the next phase of its CRM rollout.

“We are delighted with SAP’s on-demand solution as it is a great fit with our immediate needs and overall CRM strategy,” said Jeremy Locke, business development director, Capita Insurance Services. “In today’s market, it isn’t enough to just respond to customers today. The best companies deliver value to their customers over the long term. SAP understands this and has built a flexible solution to deliver fast results while also providing the seamless transition to strategic CRM that we’ll need as we expand and improve our customer strategies.”

The SAP CRM on-demand solution will enable Capita Insurance Services to deploy applications immediately to its sales organization and help achieve fast results with minimal upfront investment. Unlike other solution providers Capita Insurance Services considered, only SAP could provide both the flexibility it needed today to achieve results quickly as well as a seamless, disruption-free growth path for the future.

“The take-up of CRM on-demand is gaining pace in Europe,” said Ed Thompson, VP and research director, CRM, Gartner. “The focus will be on large enterprises who wish to adopt CRM quickly without compromising their ability to go on-premise at a later date. The potential for a lower level of disruption in a migration from on-demand to on-premise will be of interest to enterprises that plan to run on-premise in the long term.”

“SAP is thrilled to open a new chapter in our successful, long-term relationship with Capita Insurance Services,” said Julian Johnson, vice president of CRM Solutions, EMEA, SAP AG. “We believe that fast success, flexible options and lasting value are a winning combination and we look forward to working together to achieve results today and in the future.”

For more information on the SAP CRM on-demand solution, visit

About Capita Insurance Services
Capita Insurance Services is the UK’s leading provider of business support services to the insurance industry offering professional services, operational solutions and strategic partnerships for insurers, brokers, affinities, corporates, government and the London market. The company is an FSA authorised representative and supports the complete insurance lifecycle from claims reception and policy administration, to specialist services including legal services, medical evidence services, complex loss adjusting, supply chain management and the delivery of fully-managed operational solutions both onshore and offshore. Ranked No.1* in the Insurance Services market in three consecutive years and with over 41.2% market share (source: HI Europe 2004), Capita Insurance Services administers in excess of £12.5 bn insurers’ liability, employing over 6000 staff across an integrated network of UK business centres.

The Capita Group Plc is the UK’s leading provider of integrated professional support service solutions. The Group’s service capabilities encompass customer services, financial services, human resource services, software services, systems and strategic support and property services delivered to both public sector and private organisations. With over 25,000 employees at more than 250 offices across the UK and Ireland, Capita is quoted on the London Stock Exchange (CPI.L), and is a constituent of the FTSE100 with revenues for 2005 of £1,436 million.

Further information on The Capita Group Plc can be found at:

About mySAP CRM
Moving beyond traditional CRM functionality, SAP’s innovation and unmatched industry expertise are setting new standards for the way companies connect with their customers and partners, creating customer-centric business processes across enterprise wide operations and business applications. mySAP™ Customer Relationship Management (mySAP CRM) delivers the market’s greatest breadth and depth of functionality, offering more than 280 end-to-end, industry-specific processes to cover the unique business demands of more than twenty-five industries. Built on the open, Web services-based architecture of the SAP NetWeaver® technology platform, mySAP CRM helps companies leverage existing IT investments, achieve lower total cost of ownership, gain faster return on investment and continually evolve the business processes having the greatest impact on success. (Additional information at