At the July 2025 Sage CRM Business Partner Advisory Council (BPAC), Mich Martins, CEO of MWare Consulting, presented a standout case study from the insurance industry — one that exemplifies the power of integration, innovation, and customer-centric design.
This wasn’t a generic CRM deployment. It was a bespoke solution crafted to handle real-world, high-pressure business processes — connecting Sage CRM, Sage Business Cloud Accounting, and MWare’s dynamic middleware layer into a single streamlined platform.
The Customer: An Insurance Repairs Specialist
The client, a Sage Business Cloud Accounting customer, provides insurance-related repair services. Their business demands speed, precision, and coordination between field assessors, insurance firms, and project teams. What they needed was a way to:
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Track claims from first contact to final invoice
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Coordinate field assessments and repair jobs
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Keep all parties — clients, insurers, contractors — informed
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Minimise manual re-entry across systems
The Solution: Sage CRM at the Core
MWare’s solution centred around Sage CRM as the operational hub, integrated seamlessly with:
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Business Cloud Accounting for quoting and invoicing
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A mobile app for field data capture and onsite updates
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MWare’s own REST connector to ensure dynamic, real-time data flow
The Workflow in Action
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Incident Logged: An insurance claim is received and logged in Sage CRM.
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Assessor Dispatched: A field assessor is assigned and visits the site using a mobile interface.
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Data Captured: Details, photos, and notes are entered via mobile and synced to CRM.
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Quote Generated: A repair quote is produced in CRM and sent to the insurance company.
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Approval Tracked: The insurer reviews and approves the work; status updates flow into CRM.
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Project Execution: A job team is assigned. Progress is tracked in CRM.
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Invoicing: On completion, the invoice is generated in CRM and automatically passed to Business Cloud Accounting.
Why It Matters
This case study is a perfect example of what happens when:
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A CRM platform is treated as a process engine, not just a contact database
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Integration is used to eliminate silos and human error
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The customer experience is prioritised, with faster claims handling and clearer communication
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Sage Business Cloud Accounting is leveraged for real-time financial visibility
It’s also proof that Sage CRM is a platform, not just a product. It flexes to meet the needs of specific industries and business models, and when paired with cloud-native tools like SBCA, it becomes even more powerful.
The Takeaway
Whether you're serving insurance, construction, logistics, or manufacturing, Sage CRM + Sage Business Cloud Accounting offers a compelling, integrated solution. With the right configuration and the right partner, you can wrap CRM around your entire business process — and make it work the way you work.
Watch the full BPAC presentation on the Sage Support & Training YouTube Channel: https://youtu.be/0ISCyoJq3SY?si=RCyEk8Cgkb_fCFRe&t=1746
Want to learn more? Contact MWare or reach out to the Sage CRM team.