Overview

In 2020, Vienna Life, a part of the Vienna Insurance Group, sought to enhance the efficiency of their sales and customer service operations. They required a dedicated CRM platform tailored to the needs of financial product providers, accompanied by advanced sales tools. The goal was to streamline their sales and customer service processes, improve data flow, and optimise their overall infrastructure.

Objectives

The primary objectives of the project were as follows:

• Accelerate and facilitate the sales and customer service processes for both field salespeople and contact centres.

• Optimise the analytical data flow, providing access to up-to-date information across the organisation.

• Enhance planning, sales, and marketing through streamlined processes.

• Offer recommendations to optimise and develop the organisation’s IT infrastructure.

The Challenge

Vienna Life faced several operational challenges, which included:

• Streamlining of sales and customer service processes to ensure efficiency in daily operations.

• Improving the flow of information, analysis, and reporting across various teams within the organisation.

• Establishing a consistent view of the customer, integrating data from multiple sources.

• The need for faster updates of information from various systems, enabling better decision-making.

• Enhanced reporting capabilities, providing more detailed and timely insights to support business strategies.

The Solution

To address these challenges, a comprehensive CRM platform, tailored specifically for providers of financial products and services, was implemented. Key components of the solution included:

1. CRM Platform: A robust system dedicated to the unique requirements of financial services, designed to facilitate and streamline the sales and customer service workflows.

2. Analytical Data Mart: Design and implementation of an analytical data mart, enabling better data management and analysis. The integration of WSO2 Enterprise Integrator, serving as the data integration bus, was instrumental in ensuring the seamless flow of information across the organisation’s systems.

Results and Benefits

Through this tailored solution, Vienna Life, part of Vienna Insurance Group, achieved the following:

• Faster and more efficient sales processes, improving overall productivity for both field salespeople and contact centres.

• A consistent and comprehensive view of customer data, allowing for more personalised customer interactions and improved service quality.

• Streamlined planning, marketing, and reporting processes, providing better data access and analysis, enabling informed business decisions.

• Optimised IT infrastructure, laying the foundation for future development and growth.

By leveraging a CRM system specifically designed for the financial sector and integrating modern data management tools, Vienna Life successfully transformed their internal processes, gaining a competitive edge in customer service and operational efficiency.