Customer centricity at the core of every operation

When it comes to customer service, insurance companies no longer compete with traditional competitors. Customers expect a service on a par with digital giants like Apple, Google, Microsoft and Facebook. They expect high levels of personalisation, short response times, premium quality services and transparent processes. To comply with this, insurance companies require huge volumes of structured data in a single customer hub, offering daily online updates. For this Italian insurance group, GFT built a front-line CRM solution with a 360º customer view, campaign management and customer communications based on a single data source.

The challenge

Consolidate customer data spread across companies of the group

  • Consolidate and clean data of over six million customers and 20 million contracts

  • Create an extended 360º customer view at group level

  • Distribute client data through CRM to sales and marketing functions and to sales network

  • Launch and monitor up-selling/cross-selling campaigns based on extended customer view

The engagement

Design, development and launch of new system in record time

  • Support on several tracks: PMO, business and requirements analysis, solution design and implementation, system integration, end-users training

  • Team of 15 working alongside customer teams and partners in a 12 months project

  • Proactive controls regarding software quality, design, performance, methodology and development cycle

  • Pilot version developed in six months. First productive release six months later

The benefit

360º customer view for more focused up and cross-selling strategy

  • Single customer data hub for the group with daily and online updates

  • Multichannel access with data protection rules for all actors: sales, agents and clients

  • Operational CRM with 360º customer view, campaign management functionality
    and customer communications fully integrated with transactional systems

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To learn how your business can adopt our approach, please get in touch

Umberto Zanchi

Insurance Sales