Custom Insurance CRM for Zaman Broker


Smart IT formed a dedicated team to engage in custom CRM system development for a large insurance firm based in Azerbaijan. The collaboration, which is underway even today, involved software architecture design, development and integration, testing, and support.


Based in Baku, Azerbaijan, Zaman Broker is the first Insurance and Reinsurance Lloyd’s Brokers operating in the South Caucasus region. The business covers many types of insurance services — property, construction, travel, professional, personal, and automotive. Upon first contact, Zaman Broker was working on crafting a unique customer experience for their automotive insurance product.


Having worked with an out-of-the-box solution previously, Zaman Broker concluded that the purchased CRM solution did not deliver personalized customer experiences. The solution was not quick to respond to business changes, offered poor technical support and left the client waiting for long periods of time before software changes were implemented. It also lacked flexibility and was not scalable, especially at a time when the business was planning to expand its insurance claim services and enter new markets. 

The client wanted to find an IT partner to take care of software development, process automation, and support to help the business grow.

Technologies and tools

jms logo

Challenges and Solutions

The client had to fully develop a list of functional requirements to determine what they wanted the solution to accomplish.
  • For over two months Smart IT collaborated with Zaman Broker to help define the required features
  • Focus on pre-term development planning in project management (cover all possible points and prioritize as early as possible)
  • Comprehensive immersion in the client’s business to foresee potential bottlenecks
Because client business operations were ongoing, Smart IT’s team had to deal with a dynamically developing product. Maintaining the work of the legacy system, while developing the new system from scratch was crucial.
  • Seamless functionality and database migration
  • SQL scripts for data migration
The client also wanted to send and receive SMS messages from 3G modems with TWIN SIM and manage modem settings.
  • SMS service provider integration and Python-based microservice development and implementation to work directly with a modem port.
The software had to adapt to the launch of new insurance products and services, as well as optimize claim processes.
  • Smart IT worked on automating everything that could be automated both from the software and business side
With the goal of expanding to new markets, the client had to be able to manage all digital services and products from within the CRM and customize them for target markets.
  • Flexible customization beyond customer profiles
  • Easy scalability
The client had requested in-depth analysis, reporting, and visualization to be available as part of the custom-built CRM.
  • Custom reports based on CRM data
  • Telemetry data integration
Smart IT ended up having to rework old code from the previous software vendor to support business operations. At later stages, the code was re-written to match the new application.


The Client now uses a proprietary сustomer relationship management software platform.
The new CRM allows to carry out the entire sales cycle independently of technical support.
Smart IT undertook a number of third party integrations:
  • Bank systems
  • SMTP servers
  • Company website (frontend)
  • Mobile application integration (Kasko Butik)
Added contact management features:
  • User contact sync
  • Customer segmentation
  • Advanced analytics
The new system comes with Asterisk integration for complete call-center functionality.
  • Automatic call distribution
  • Queue strategies
  • Dialer considerations
  • 100%

    compliance with predefined testing roadmap
  • 35%

    growth after implementation
  • 6

    full-time software developers
  • 9

    technologies employed

Sabina Asad headshot

Sabina Asad, Digital Transformation Director

Zaman Broker


Smart IT successfully implemented the system. The work has brought numerous benefits in analysis and data centralization. The quality of work and dedication has been impressive. They integrated themselves into the team effectively.

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