5405 Baden, ch
Catherine B. Crowden
+41 (56) 4841624
CRM launch in record time
Baloise Life (Liechtenstein) optimizes customer and partner support with BSI CRM
Aiming to offer customers a holistic customer care experience, Baloise Life (Lichtenstein) decided to introduce the CRM solution from BSI Business Systems Integration AG. “There was no dedicated CRM or partner management system in the past. Data for customers and business partners were managed in the departmental systems or on Excel lists,” reflected Alain Wittwer, Baloise project manager. “What proved decisive for the choice of BSI CRM was its coverage of the requirements, the extensive independent operation by Baloise and the low costs for licenses, installation, configuration and operation,” Alain Wittwer added.
With BSI CRM staff receives a 360° view of our customers and business partners (asset managers, banks and custodians). This in turn enhances efficiency in the lead and sales process, while improving service quality.
Record speed with the implementation
In a one-day workshop, Baloise and BSI identified the objectives and scope of the CRM project. This resulted in the definition of two development phases: in phase 1, all requirements that could be realized in the standard software purely through configuration were implemented. The customer data was also migrated. Integration of the CTI, document management and the risk system are carried out in a second phase.
“The duration from the initial workshop to productive activation was around four months, with only around 18 days of work by the IT department. This was due to the sophisticated standard of BSI CRM and our experience within Baloise,” according to Alain Wittwer, who went on to add: “We will now gather experience in productive operation and look forward to then launching phase 2.”
Transparent business relationships thanks to CRM
Through the CRM introduction, Baloise Life (Liechtenstein) anticipates a transparent depiction of business relationships for sales and the back office, comprehensive partner management from prospect to customer, a central customer view and uniform contact management including planning and history, as well as the creation and storing of documents pertaining to business relationships. “BSI CRM is also available to customer representatives as a mobile solution, which supports operational and sales processes in both the office and while on the go,” explained Alain Wittwer.
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