28 December, 2022

6 Ways CRM Systems Can Help Insurance Companies Increase Customer Retention

By: Lotfi AlSarori

6 Ways CRM Systems Can Help Insurance Companies Increase Customer Retention
The retention of customers is essential to the long-term success of your organization if you are in the insurance market. Utilizing customer relationship management (CRM) software is one strategy for retaining existing customers more effectively.

In this article, we discuss six ways that customer relationship management software can assist your insurance firm in retaining its customers.

I. Understanding Customer Needs

By tracking customer interactions and preferences, CRM software can help you gain a better understanding of your customers' needs and wants. This can help you tailor your products and services to better meet their needs, leading to increased satisfaction and loyalty.

With CRM software, you can also segment your customers into different groups based on their characteristics and needs, allowing you to target your marketing efforts more effectively.

30 November, 2022

The Three Dimensions for Evaluating Sustainability

Key Business Concepts 101: Sustainability – An Intro
By: Lotfi Al-Sarori

We may thank the United Nations book “Our Common Future”, often known as “the Brundtland Report”, published in 1987 for introducing the concept of sustainable development (SD). It emphasized that the capacity to guarantee that development is sustainable when it fulfils the demands of the present without compromising the ability of future generations to meet their own needs is within humanity's grasp.

Today, sustainability goes beyond the environmental aspects to include social development and financial aspects. But how can organisations analyse their activities in light of this new broader definition of sustainability.

10 October, 2022

Success Factors, Customization, and Limitations of Implementing the Balanced Scorecard

Success Factors, Customization, and Limitations of Implementing the Balanced Scorecard
By: Lotfi Al-Sarori

In our last article of the Key Business Concepts 101 series, we presented the Balanced Scorecard. We explored how it can help companies define and implement strategies effectively through its four main perspectives - Financial, Customer, Internal Process, and Learning & Growth. And how it provides a mechanism to compare actual vs planned outcomes, by identifying objectives, metrics, targets, and relevant initiatives, so that corrective measures can be taken if there are variances. We've also examined the Strategy Map, which links diverse objectives across perspectives.

How can we begin putting the BSC into action?

In this article, we'll delve deeper into the topic and demonstrate how you may adopt the BSC in your own organization, how you can tailor it to your needs, and where its limitations lie.

14 September, 2022

Key Business Concepts 101: The Balanced Scorecard

By: Lotfi Al-Sarori

Vector Created by: Vectorjuice | Freepik
The Balanced Scorecard is a very popular strategic management framework, and it will be the subject of this article of our Key Business Concepts 101 series. The Balanced Scorecard (BSC) is a management tool that has grown in prominence since its introduction by Kaplan and Norton in a 1992 article in the Harvard Business Review.

The BSC can be used to create, carry out, keep tabs on, and modify corporate strategies and plans. As a strategic management tool, the BSC aligns a company's everyday actions with its long-term goals. The ability to monitor and quantify performance is another benefit. Financial, customer, process, and learning and growth are the four main pillars around which the company's strategic initiatives are built. The purpose of this effort is to develop a streamlined and simplified dashboard that provides a comprehensive view of the company's performance from these four perspectives.

01 August, 2022

ESKA Watch: Sky-High Inflation Tests Global Insurers

By: Ahmad Sweiss

Economists speculate whether soaring consumer prices could still provide insurers with a silver lining as policymakers rush to counter record inflation and safeguard price stability over economic growth.

These are challenging times for the insurance and other growth-driving industries, heavily weighed by the pandemic aftermath, the war in Ukraine, and the surge in commodity prices amid growing fears of supply disruptions. Meanwhile, insurers are closely monitoring the related inflationary pressures, with headline inflation, the Consumer price index (CPI), hovering around its highest level in four decades. Simultaneously, markets are eyeing world central banks, expected to wave their magic wands against the inflation crisis before it takes an immense toll on the global economy. Still, we doubt that casting more counter-inflation spells will be as enchanting as in the old days. Only time will tell if it does!

In this article, we explore the correlation between inflation and insurance, the effect of inflationary pressures on claims and premiums, and how monetary policy decisions could influence the outlook of this resilient industry.

30 May, 2022

How to deal with stress at work?

By: Ola H. Azzouqa 

Vector created by Jcomp - freepik
Chronic worry and emotional stress can trigger health problems. According to Zippia, 83% of US workers suffer from work-related stress, with 25% saying their job is the number one stressor in their lives.

Work pressure can be energy consuming; but it should not be. Face the triggers, keep a point of view, and know when to seek help.

The job you work in is a potential cause of stress, and the causes of workplace stress are many such as workload, interpersonal issues, inability to have a work-life balance, and job security. Sometimes, you may be sensitive to certain stressors that don't seem to bother others. However, you can combat the effects of stress at work. Effectively dealing with stress at work can benefit your professional and personal life. Here are some tips to help you deal with it.

11 April, 2022

Paper vs Digital: The Power of Going Paperless

By: Batool Abu Zaghleh 
Paper VS Digital: The power of going paperless

Have you ever imagined a digitalized world where you don’t need to use a single piece of paper in it? Well, welcome to digital transformation.

The idea of creating a paperless office was first theorized in 1975 by Vincent E. Giuliano. Almost five decades later, many offices have not managed to make the leap to a paperless environment.

What does it mean to go paperless?

Going paperless is the act of limiting the use of paper in an office environment by converting paper-based processes into a digital form. For instance, you can request tasks, give approvals, and file documents without the need to use a single piece of paper. Thanks to software systems that can be tailored to suit the needs of your business.

14 March, 2022

The Telecom Value Fabric, what is it and how does it work?

By: Lotfi Al-Sarori

The telecommunications market is booming. According to
Grand View Research, the global telecom service market was valued at 1,657.7 billion USD in 2020 and is expected to grow by a CAGR of 5.4% between 2021 and 2028 to reach 2,467.01 billion USD.


Telecom operators are now part of a classification of service providers known as communications service providers (CSPs). According to Gartner, a CSP is a business that offers any type of service of connectivity, information, media, content, entertainment, or application over any type of telecommunication, computer, or data networks. These companies include telecom operators, content and application providers, media broadcasting providers, Cloud communications service providers, and Internet service providers (ISPs).

28 February, 2022

Insurance Challenges and Digitalization in 2022

By: Lotfi Al-Sarori

Insurance Challenges
As the whole world was on the precipice of the COVID crisis and its effects, a lot of remarkable impacts were registered in business history as a whole. This impact can also be seen in the insurance industry as the pandemic had its toll on this key sector. Insurance businesses worldwide faced many challenges during the pandemic.

In this article, we focus on three main challenges facing the insurance industry in 2022. The first one has to do with the direct impact of the pandemic itself while the other two relate to how the pandemic created or intensified the need for workforce expansion and better cybersecurity.

16 February, 2022

Why the trend towards product diversification requires intelligent billing software?

By: Omar Abdul-Hafiz and Lotfi Al-Sarori

In recent years, telecom has been shifting more towards product diversification. Instead of selling a simple SIM card, telcos are now expanding their sales to include wireless Internet, fiber optics, and cloud subscriptions among many other services. This trend generally stems from the intention of CSPs around the world to variegate their sources of revenue.

This diversity in products, however, raises a serious issue: How can we maintain a wide assortment of products while keeping the billing process smooth and hassle-free?

31 January, 2022

Business Systems: A walk down history lane

By: Omar Abdul-Hafiz

In a previous article, we briefly discussed the history of how Data Analytics became as we know it today. We talked about how it began with Statistics, and how it evolved eventually and combined with advanced information technology, led to the birth of Data Science.

Not too far from it, in this article, we will discuss a related field: Business Systems! Ever wondered how they came to be what they are today?

Well, you are about to find out!

24 January, 2022

A Cybersecurity Primer – Part II: Data Security

By: Lotfi Al-Sarori 

In our previous article, we discussed the topic of system security as the first area in our coverage of the various aspects of cybersecurity. In this article, we continue the same topic to go over another essential area of IT security, data security. So, without further ado, let’s get started.

Data Security

Data security encompasses securing it from being altered, whether purposefully or accidentally. Information security practices must protect data against theft, damage, or compromise. There are various angles to consider when discussing data security. Here, let us approach them from two perspectives: the CIA triad and data protection stages.

17 January, 2022

How can healthcare applications help medical personnel?

By: Lana Bawaneh

The world is experiencing rapid change in almost every aspect, especially in innovation, technology, and digitalization. Technology has transformed almost all industries and healthcare is no exception.

In this revolutionary era, the demand for healthcare apps is rising. Today, there are different types of healthcare applications that have made it possible for patients and doctors to stay connected and consult without even stepping out of their homes. These applications made it very easy for users to access their medical records and treatments which reduced the need for in-person doctors’ visits.

In a previous article, we talked about the several ways healthcare mobile apps can play a vital role in speeding up the healthcare process, and how they help patients to improve their healthcare experience. In this article, we will shed some light on how mobile applications can help medical personnel.

10 January, 2022

A Cybersecurity Primer – Fundamentals of System Security

By: Lotfi Al-Sarori

Fundamentals of System Security
The significance of cybersecurity cannot be overemphasized. Information security has been a big concern ever since computers were invented. According to a recent Forbes article, Cybersecurity Ventures expects that there will be a new cybersecurity attack every two seconds. This amounts to more than 43 thousand attacks per day and almost 16 million attacks per year. Cybersecurity Ventures also estimate the cost of Ransomware to reach $265 Billion by 2031.

An effective cybersecurity approach ensures that authorized users have secure access to information. This is achieved by applying proven IT security principles and standards. Information security practices vary and come in numerous shapes and forms. They cover various areas from identity management and access control to data encryption, deploying network security devices such as firewalls, and more.

05 January, 2022

3 major expectations for the healthcare sector in 2022

By: Omar Abdul-Hafiz

Doctor using a laptop with his stethoscope on the desk.
As we start the year 2022, the question about how to enhance the effectiveness and resilience of the healthcare process continues to pose a high priority. This is especially the case if we consider the fact that the COVID pandemic is still looming in the air as the Omicron variant is now spreading around the world. Moreover, many aspects of how healthcare services are provided now demand improvement as patients’ needs and expectations continue to evolve.

Thus, in this article, we will focus on 3 of the main requirements healthcare management professionals are expected to look out for this year.

03 January, 2022

Top 3 Healthcare Industry Trends in 2022

By: Lotfi Al-Sarori

Healthcare Industry Trends
The healthcare industry is growing rapidly. Revenue of the healthcare industry was estimated at 2.7 trillion USD in 2021 according to Statista. Moreover, the global digital health market, valued at 175 billion USD in 2019, is expected to reach around 660 billion USD by 2025.

With this growth, there are a few industry trends that we have been witnessing during the past years. Some of these trends are picking up the pace and starting to materialize in a larger scale. Three of these are expected to become major healthcare motifs in 2022. They are discussed in the next sections.

About ESKADENIA Software

ESKADENIA® Software is a three-time MENA Award Winner & CMMI® level 3 certified company that is active in the design, development and deployment of a range of software products in the Telecom, Insurance, Enterprise, Education, Healthcare, and Internet application areas. The company is based in Jordan and has sales activities in Europe, the Middle East and Africa; more than 85% of its sales are exported to the global market. For more information, visit, or contact us at