BSI modernizes CRM for the Swiss Life Network

Swiss Life Network is disbanding its aging CRM system and replacing the application with BSI CRM from BSI Business Systems Integration AG. The new software, which entered productive operation at the end of 2010, facilitates the management and reporting of customer and contract data. The CRM solution also supplies continuous opportunity management both for the Swiss Life Network and its business partners. A particular challenge in this project was presented by the depiction of the rather complex company structures and business relationships in the CRM. What’s more, the new CRM solution offers a wide range of interface connections to peripheral systems.

The old Swiss Life Network system reached its end of life. “Originally developed for contract administration, the system was upgraded over the years to handle CRM functionalities. However, it no longer meets today’s requirements for a CRM system and it has become inflexible and expensive to maintain," reminisced Madeleine Simmler Weiss, Senior Staff Specialist for the new CRM at Swiss Life Network. While Swiss Life and the network partners that advise end-customers on site use the same solution, the network partner portion is limited to a Web GUI and does not provide import interfaces, such as for importing contract data, which is needed for generating the annual account statements of multinational customers.

Complex business relationships flowed into the software

BSI replaced the old CRM application at Swiss Life Network and implemented a new solution on the basis of BSI CRM, which is used by 300 users in over 50 countries. The new application enables the transnational management of customer and contract data, as well as the centralized annual reporting to the customer. Sophisticated business and validation rules supported this process. For example, the data that the network partner needs for specific local contacts can be determined automatically.

The system also offers continuous opportunity management: This means that sales opportunities are forward centrally to the local network partner in the CRM system and then handled locally. “This involved depicting the complex authorization structures in the system for the local network partners that might even be potential competitors of one another," explained Andreas Ottiger, BSI Project Manager. “It was the great understanding of the project team at BSI, which was ready to delve into our complex structures and processes all the time, that enabled us to master this challenge,” added Madeleine Simmler Weiss.

Broad integration with peripheral systems

Swiss Life Network's new CRM system is connected through interfaces to the calculation and reporting tool as well as the archiving solution. What’s more, the user's e-mail clients on MS Outlook and Lotus Note basis are completely integrated in the BSI solution. This means that customer consultants can place the electronic written communication pertaining to a contract signing in the CRM.

We develop software at the interface to the customer.

BSI CRM is the leading Swiss solutions for any relationship and any task, such as sales, marketing, service and multichannel contact centers. BSI Counter is the product for clear processes for counters and checkout stands; BSI CTMS is for clinical studies in the pharmaceutical industry. The simplicity and versatility of our software has already convinced more than 70,000 users. Actelion, ABB, APG, Commerzbank, Hermes Logistik, Holcim, Landis+Gyr, PostFinance, PricewaterhouseCoopers, Roche, Swiss Post, Sika, Swiss Life, Tamedia, Viseca and other market leaders all rely on BSI products. We are specialized in system integration, software development, consultation and support services. Service-oriented architecture (SOA) means that our solutions can be integrated into any IT landscape.

About Swiss Life Network

Headquartered in Zurich, Swiss Life Network is managed by the Swiss Life Group and is a leader in the field of worldwide employee benefit solutions for multinational corporations. The network comprises around 50 partners and services over 400 multinational corporations in 70 countries.