“Welcome aboard” – Cutting-edge customer onboarding with BSI

Nadine Opp
Key Account Manager, BSI

ROLAND Rechtsschutz, founded in 1958, is the largest legal protection specialist company in Germany and does business throughout Europe. The company has been expanding its digital sales continuously since 2015. To always be current, the insurance group asks their customers annually what they want their sales advice experience to be like. Even though customers still favor the hybrid advice model, a generational change has occurred: “Digital first!” ROLAND retired its outdated and complex existing system to accommodate this change and chose a cutting-edge and smart CRM: enter BSI CRM.

Key facts:

  • Using the software is fun;
  • Building next best actions with onboarding and trigger campaigns;
  • Excellent results with opening and upselling rates and low opt-out rates.

Marcel Breuer ROLAND Rechtsschutz

We’ll find a solution for this, too! – That’s what I love about BSI.” Marcel Breuer, Expert Campaign and Lead Management at ROLAND Rechtsschutz

Customer proximity: Successful campaign management with BSI CX

ROLAND has been working with BSI for more than a year now and has not regretted its decision despite the challenges such a major conversion poses. After all, it was all about going digital with a state-of-the-art CRM system, thus making digital customer onboarding possible.

After the successful implementation of BSI CRM, the company started its campaign management under the motto “Digital First!” For this purpose, ROLAND set up onboarding and trigger campaigns in BSI CX for various contact occasions.

The results are indeed quite impressive, with the more than 20 onboarding and trigger campaigns the company conducted all having been very successful. For example, its personalized upselling campaigns generated an opening rate of 75 percent, the upselling rate was excellent at 5 to 10 percent, and the opt-out rate was below one percent.

“Expectations were exceeded and further enhanced by additional optimization.”
Marcel Breuer, Expert Campaign and Lead Management at ROLAND Rechtsschutz

The many advantages of working with BSI

BSI’s many advantages are evident to ROLAND Rechtsschutz. Even without IT and programming skills, ROLAND employees can program and customize the necessary tools and processes, making working with the software fun. Continuous optimization and modeling, too, can be done without internal and/or external IT resources – the keyword here is A/B testing. Should they encounter any challenges at one point, Marcel Breuer is confident that BSI will find a solution for those, too.

“Programming and process design in one tool – that’s what I love about BSI.”
Marcel Breuer, Expert Campaign and Lead Management at ROLAND Rechtsschutz

Optimize your onboarding efforts now

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ROLAND Rechtsschutz is the Number 3 legal protection insurer in Germany

Next Best Action: BSI.

The next best action: Network your goals with BSI.

Oliver Hechler, Creator of Customer Delight

+49 89 189 170 912


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