SCHUFA relies on BSI CRM

Improved service across all channels

Product: BSI CRM, BSI Contact Center | Industry: Business Services

To simplify processes and to create a comprehensive customer view, SCHUFA has decided to introduce BSI CRM in its contact center and sales management. The aim is improved service across all channels and standardization of the company’s processes and procedures.

Everyone knows SCHUFA and SCHUFA knows (nearly) everyone. The renowned business information service is informed about the economic situation of 66.3 million Germans and 4.2 million companies. SCHUFA handles nearly 103 million creditworthiness inquiries annually for its 6,000 contract partners and private customers.

To meet the current requirements in the private customer business, SCHUFA decided to replace its legacy systems with a modern, central CRM in the contact center and in sales management.

“We want to be successful in business and to grow, while at the same time offering our customers good service. CRM systems exist for this purpose. We want to offer customers products suited to them across channels – meaning online, through cooperation partners, on the phone and in writing – and to be able to rapidly handle their service concerns. This requires IT support and standardization across a large number of procedures.” Manuel Dietz, Department Head Product Management for Private Customers at SCHUFA and CRM Program Manager. 

“We want to offer customers products suited to them across channels and to be able to rapidly handle their service concerns.”

Manuel Dietz, SCHUFA

Agile implementation in two stages

The agile implementation is taking place in two stages: First SCHUFA’s contact center started with BSI Contact Center. Guided processes and later a 360°-view of the consumers are intended to make it easier for staff to do their jobs. The goal is for SCHUFA to profit from standardized processes. Improved traceability, trans-regional, common processes and self-service integration for business customers are easy to integrate and configure with the new solution. BSI CRM will be introduced to improve sales processes in the second phase.

“On the one hand, BSI convinced us with the BSI CRM solution, which offers many configuration possibilities and outstanding user-friendliness. While on the other hand, we appreciate the refreshing and flexible working methods of the project team who quickly familiarized themselves with the SCHUFA processes with their business analysis skills and therefore successfully implemented our requirements.” Manuel Dietz, SCHUFA.

“On the one hand, BSI convinced us with the BSI CRM solution, which offers many configuration possibilities and outstanding user-friendliness.”

Manuel Dietz, SCHUFA

Highlights

  • Integration of BSI CRM in a heterogeneous IT landscape in flux.
  • Faster project progress through the agile SCRUM project methodology.
  • Subproject for data migration eased the transition for users.
  • SCHUFA’s comprehensive business processes were seamlessly integrated into the existing IT environment and clearly depicted in BSI CRM. This means that consumer inquiries can be quickly and professionally processed across all channels.