SIGNAL IDUNA takes customer service to the next level with BSI

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 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.

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.

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. 

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.