Schweizerische Mobiliar Versicherungsgesellschaft AG Establishes 360-Degree View of Insurance Customers, Optimizes Lead Management to Grow Sales
 
 

Schweizerische Mobiliar Versicherungsgesellschaft AG Establishes 360-Degree View of Insurance Customers, Optimizes Lead Management to Grow Sales

Printer View Printer View

Every third household in Switzerland is insured by Swiss Mobiliar. Active in all lines of insurance, Swiss Mobiliar has an annual premium volume of US$ 3.5 billion. It has 80, largely independent, general agencies with their own claims-service, guaranteed at close proximity to 1.5 million customers. Swiss Mobiliar Insurance Company Ltd. is headquartered in Berne and Swiss Mobiliar Life Insurance Company Ltd. Is based in Nyon. The Swiss Mobiliar Group also includes Protekta Legal Protection Insurance Ltd., Protekta Risk-Consulting Ltd., Mobi24 Call-Service-Center Ltd. and XpertCenter Ltd., all domiciled in Berne. It is Switzerland's oldest private insurance company and has operated on a mutual basis since its founding in 1826

With so many independent, general agencies scattered across the country, the company wanted to guarantee each of its customers received the best possible customer experience, no matter what channel or insurance agent they worked with. Further, the company, which had previously deployed Siebel Customer Relationship Management 7.8 in its call center, wanted to increase sales and contract management efficiency.

Schweizerische Mobiliar Versicherungsgesellschaft AG deployed Oracle’s Siebel Customer Relationship Management, Professional Edition 8.0 to give internal departments and field-based insurance brokerage agencies access to a comprehensive, 360-degree view of each insurance customer through a single platform. The solution enabled the company to realize its full market potential by collecting high-quality customer data at various customer touch points, supporting more efficient collaboration between the sales force and the back office, and increasing up-selling and cross-selling by optimizing lead management.

 
 

 
 

Challenges

A word from Schweizerische Mobiliar Versicherungsgesellschaft AG

  • “With Oracle’s Siebel Customer Relationship Management, Professional Edition 8.0, we optimized our business processes across all distribution channels—80 independent general agencies across Switzerland, a call center, and an internet sales platform—and delivered up-to-date information to company employees. Furthermore, Siebel CRM enables us to run proactive lead management, increasing our up-selling and cross-selling. The new lead and campaign management functionality helps us to identify and address customer needs in a very structured way to support our vision to be the most personalized insurance company in Switzerland.” – René Meier, Head of Concept & Design, Schweizerische Mobiliar Versicherungsgesellschaft AG

  • Increase sales and contract management efficiency by connecting the information held in various heterogeneous application systems by means of a comprehensive customer relationship management (CRM) software suite
  • Give internal departments, as well as field-based insurance brokerage agencies, access to a comprehensive, 360-degree view through a single platform, which shows the entire history of each insurance customer including contacts, open activities, as well as actual and pending offers and claims
  • Integrate customer relationship management with the company’s channel strategy, enabling better monitoring of customer touch points—such as the company’s online store, call center, and insurance brokerage agencies—to enable intelligent routing of customer leads to the appropriate insurance brokers
  • Implement digital activity management and electronic coordination between in-house services and field services, including the provision of links to contractual documents and e-mails to provide access to field service staff using any internet connection

Solutions

Oracle Product and Services

  • Achieved full-process integration between the company’s business units by integrating data from insurance brokerage agencies, the call center, the internet sales platform, and internal departments with Siebel Customer Relationship Management, Professional Edition 8.0 to establish a 360-degree view of each insurance customer
  • Upgraded the company’s call center from Siebel CRM 7.8 to Siebel CRM 8.0 to ensure that all processes and data—whether at insurance brokerage agencies or at the call center—are optimized and handled identically on the same platform
  • Deployed Siebel Customer Relationship Management 8.0 at 80 agencies across Switzerland and reduced the time required to perform extract-transform-load operations, ensuring that all agencies—including those that do not have access to a fiber optics connection—can use the platform efficiently
  • Achieved high-performing replication of all relevant insurance customer data from sales and contract systems, the call center, the internet sales platform, and internal departments with Siebel CRM after implementing more than 30 interfaces
  • Enabled the organization to analyze a wide range of customer criteria—such as age, marital status, household, and point in the customer lifecycle—to successfully match the most appropriate products to specific customers and distribute those leads directly to the appropriate sales channel for follow up
  • Established detailed, end-to-end monitoring of service level agreements between IT and CRM users by defining use cases and constantly measuring the system’s response times, while controlling the workloads of processors and servers through application monitoring
  • Ensured flawless Siebel CRM operation, second-level technical support, brokerage-agency technical support, and continuous development of new functionalities with a team of 8 to 10 full-time equivalents
  • Optimized lead management with Siebel CRM and allowed more expensive field-based human resources to engage customers that represent up-selling or cross-selling opportunities, while using internal services to monitor low maintenance customers

Why Oracle

“We selected Oracle to help us develop a cross-channel, 360-degree view of our customers because we had excellent previous experiences with Siebel CRM 7.8 in our call center. The deployment of Siebel CRM 8.0 demanded thorough preparation in terms of infrastructure and user education, but now that it is operational, it supports our processes in sales, service, call center, and lead and campaign management in an optimal manner,” said René Meier.

Resources