Monika Freiburghaus
23.09.2025
SIGNAL IDUNA takes customer service to the next level with BSI Software
Service excellence made scalable – for over 3.2 million customer issues
When you think about the future of customer service, terms like promptness, transparency and genuine customer proximity come to mind. For SIGNAL IDUNA, this is no longer a vision of the future, but reality: For two years now, the insurance companies has been relying on the BSI customer suite – thus embarking on the path to uniform, scalable and intelligent customer service.


In June 2024, the decisive breakthrough was achieved: All service units of the contract and collection divisions – from health and life insurance to accident insurance – now work on the same platform. The result is a 360° view of the customer, automated processes and a service experience that sets new standards.
The challenge
SIGNAL IDUNA serves millions of customers – the company receives thousands of requests every day, both in writing or by telephone. Different systems, media breaks and parallel processes led to high efforts and opaque workflows. The question was clear:
How can you create scalable service quality that inspires customers and reduces the workload for employees?
The solution: an intelligent, uniform CRM for everyone
The answer lies in the BSI Customer Suite. It connects what was previously separate:
- 1,100 employees work on one platform;
- 3.2 million customer requests processed since March 2024;
- Standardized processes across all divisions – from contracts to collection.
A particular highlight: competent-based single push routing. Each request is assigned to the appropriate employee in real time – based on urgency and expertise. This way, the right cases are assigned to the right person at the right time.


“In BSI, we have a strong partner who understands our individual challenges and helps us to create a standard for the entire organization.”
The result: customer service with a wow effect
The benefits are immediately apparent:
- Transparency: internal and external sales have the same 360° customer view;
- Efficiency: shorter processing times, quicker responses;
- Flexibility: real-time control of large amounts of data;
- Acceptance: excellent user feedback already during the introductory week.


“SIGNAL IDUNA has created a leading solution in the European insurance market with the comprehensive use of BSI in operations and sales based on a uniform data supply.”
Looking ahead
The project is more than just an IT implementation – it’s a cultural transformation. The next steps are already clear:
- Integration of health insurance services and claims processes;
- Expansions in sales with modern interfaces and workflows.
This creates a continuous service process across all touchpoints – from initial contact to long-term customer relationships.
Conclusion
SIGNAL IDUNA impressively shows how technology, teamwork and partnership enable service excellence.
This story is more than an IT project – it’s an example of how, with courage, clarity and the right partners, insurance companies are redefining customer service. The result: delighted customers. Empowered employees. Service that points the way to the future.

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