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.
“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.