Generali subsidiary Envivas launches BSI CRM

Envivas Krankenversicherung AG, a wholly owned subsidiary of Generali Germany and a partner to Techniker Krankenkasse, has made the decision to provide support to its customers using the CRM system from BSI. At the company's new Service Center in Leipzig, 50 contact center agents will be working with the cloud solution from BSI to optimize the phone support Envivas provides for prospective and new customers. The system’s high degree of integration will ensure positive employee and customer experiences, a high level of transparency, and increased efficiency.

Envivas advocates for its approximately 1.6 million customers and their health – it does so by providing supplemental insurance policies as well as first-rate customer service. As the saying goes, there is no second chance to make a first impression. That is the reason Envivas is setting up its own Customer Service Center in Leipzig. From there, 50 employees will provide centralized support for prospective and new customers.

A new service center for top-notch service experiences

Envivas was, therefore, searching for a suitable CRM system that would meet health-insurance-related requirements and live up to the demands of their contact center. With BSI Business Systems Integration AG, Envivas found what it was looking for. “BSI’s customized solution meets our needs perfectly and is also ideally suited for preparing us for future service experiences," explains Matthias Kettner, project manager and group leader, Envivas Customer Service.

Using the BSI CRM as a cloud solution gives Envivas substantial flexibility and release capability, and ensures a smooth-running operation. As a Swiss company with four German locations, BSI has servers that are securely located in Germany for Envivas to use – an important data security requirement for Envivas.

Working toward the goal with agile methodology

The introduction of the BSI CRM is part of a comprehensive change process: Envivas is now remapping its previously outsourced first-level customer service internally, and is recruiting a Contact Center team in Leipzig specifically for this purpose. “Our goal is to provide excellent user experiences as well as excellent customer experiences,” explains Matthias Kettner.

For the implementation, Envivas followed BSI’s recommendation and chose the agile project management methodology for its efficient project progress and solution-oriented, collaborative teamwork.

Since the BSI CRM will be linked to the relevant back-end systems, agents work in one system only – an arrangement that meets the high security requirements in regard to data security and GDPR. Guided processes assist customer service employees from beginning to end. Since many manual tasks will be automated as a result of the CRM implementation, staff members can devote their time fully to their customers and the customers’ concerns.

“We intend to serve customers very well and very quickly. The 360 ° customer view in BSI’s CRM system and the history information that is transparent and centrally available for employees to access are, in conjunction with BSI’s omnichannel concept, a perfect fit.”

Matthias KettnerProject manager and group leader Envivas CustomerService

“We are confident that with BSI’s agile and flexible platform for CRM, contact center, and marketing automation, we will be able to give the best possible support to new customers and potentially to current customers as well on their customer journey: on the channel of their choice, at the right time, and with the right offer. Other key factors that BSI impressed us with are the seamless integration and user-directed configuration of their solution. We look forward to delighting prospective and new customers with seamless and comprehensive services from our new Envivas Service Center,” summarizes Matthias Kettner.