HUK-COBURG has replaced its previous customer intelligence tool for marketing selections. The aim was to further align CX processes with future requirements. With the implementation of the BSI Customer Suite, the focus was not only on selection, but above all on the integration of end-to-end processes across the entire customer experience.
Insurance & Health
HUK-COBURG continues to consistently digitize CX processes with the BSI Customer Suite
Success in numbers
500 million
pieces of data determined by BSI Insight for daily export to downstream systems
5 minutes
selection time from 20 million customers, taking into account complex selection criteria
1–3 million
delta loads processed daily from source data changes in just 10 minutes
Target vision: end-to-end processes without system change
HUK-COBURG was looking for a solution that could to do much more than “just” select customer groups. The aim was to completely replace all selections as well as implement an integrated CX approach with end-to-end processes – free of system breaks. An additional goal was to achieve noticeable time savings in the selection process. In future, around 500 million data records are to be exported daily – fully automated, secure and fast.
The modular, holistic CRM/CX platform BSI Customer Suite impressed in the tender process because it covers both customer segmenting and marketing automation for mapping customer-sensitive customer journeys.
"With BSI, we have repositioned our marketing automation: personalized, event- and score-based customer communication across several channels for more than 20 million customers and interested parties. The marketing department works independently in the cloud, with 3,000 agents involved. The focus is on efficiency, relevance and scalability.”
High security requirements and tight schedule
The project’s timeframe was ambitious, as support for the existing tool was running out at the end of 2025 and all active campaigns had to be transferred by then. From an organizational perspective, two teams – HUK-COBURG and BSI Software – worked together closely and efficiently throughout the entire project. In the SaaS solution, security standards as well as data protection were given particularly high priority. Extensive penetration tests and security audits confirmed the maximum security of the software solution.
BSI Customer Suite proves its scalability
From a technological perspective, the SaaS platform BSI Customer Suite with the models BSI EIP (enterprise integration platform) and BSI Insight (customer & data insights) was connected to the existing HUK-COBURG system landscape via low code configuration. This required high-performance processing of around 20 million customer records on the input side and around 500 million data records in the output side.
Use of BSI CX and expansion of customer journeys firmly planned for 2026
In future, the BSI Customer Suite will map two selection types for HUK-COBURG: On the one hand, there is classic target-group selection for communication via letter or email. On the other hand, there is the identification of communication potential for the display of next best offers – e.g., on HUK.de or the internal sales system. For 2026, the use of BSI CX is planned to further increase the flexibility of customer journeys and thus the accuracy of offers for each individual customer. Further CX implementations are easy and configurable in future.
“With the holistic SaaS platform, we gain speed, stability and scalability – and can consistently develop our marketing systems further.”
Conclusion: culturally compatible, powerful technology
HUK-COBURG ensured seamless interaction between specialist department, technology and operation from day one. This enabled numerous cross-departmental issues regarding security, compliance and data-protection aspects to be resolved quickly. The BSI team scored with its industry expertise and distinctive cultural compatibility. The collaboration between HUK-COBURG and BSI was solution-oriented, agile and efficient – despite the enormous amounts of data and the ambitious schedule that characterized the project. The holistic Customer Suite contains significantly more possibilities than the mere selection of customer data. The successfully implemented MVP has proven that it works. Fast, scalable and future-proof.
Insurance & Health
Insurance solutions
There are many reasons why most insurance companies in Germany count on the BSI Customer Suite. One of them is called Digital Operational Resilience Act (DORA).