“Our greatest benefit is the gapless contact history”

Gudrun Neumann, Contact Center Head for Münchener Verein, is passionate about the topic of direct sales. She knows the challenges faced by an insurance company, and knows how they can be solved: with BSI CRM, for example.

Gudrun Neumann heads the direct sales contact center at Münchener Verein. She knows how greater efficiency can be achieved with multichannel, fully automated or guided processes.

Münchener Verein was again awarded the German Service Prize in Februrary 2016. However, the insurance company is not about to rest on its laurels; on the contrary: the direct sales contact center team, headed by Gudrun Neumann, is constantly working to improve the customer experience and to optimize efficiency. Münchener Verein replaced its existing CRM solution as the first step: “The former technical infrastructure was not contemporary. Neither the user interfaces nor the processes were suitable for direct sales. Efficiency and transparency were lacking,” said Gudrun Neumann looking back. Her staff had to operate different systems and programs. There was no comprehensive v iew of the customer. The manual efforts led to time losses and errors. The procedural integration capacity of the system had also reached its limits. Maintenance time and expense were also to be reduced. While searching for a standard solution that met the requirements of direct sales in Münchener Verein, the insurance company came across BSI CRM – and, after a careful evaluation, chose BSI as its CRM partner. “BSI CRM provides us with a contemporary interface for setting up and looking after prospects and customers. Along with a clear depiction of all relevant data, the solution also provides a gapless contact history,” explained Gudrun Neumann.

“We are completely satisfied with the easy administration and automatic reporting.”

Gudrun Neumann, Head of the Direct Sales Contact Center

Automated processes deliver efficiency

Another argument in favor of BSI CRM was: “BSI CRM is highly integrative and supports the optimizing of working processes throughout Münchener Verein,” according to Gudrun Neumann. Especially interesting in this regard are fully automated processes which boost management efficiency. Where, for example, paper applications were once printed locally, placed in an envelope and mailed, today documents run conveniently through the central printing system. Direct applications are also scanned in automatically and made, so to speak, palatable for the contact center employees. This simplifies the working procedure – and makes it essentially more efficient.

The direct sales team was also able to improve the efficiency of outbound campaigns. “Shortly after introducing BSI CRM, we recently carried out an extensive outbound campaign for existing customer care and introduced our new product. BSI CRM offers all the necessary options here for data imports, processing, process-integrated scripts and guidelines and more. The reactions and any necessary additional information are recorded in the campaigns. The valuable information can then be found in the customer’s contact history,” explained Gudrun Neumann.

“The greatest benefit: The gapless contact history enables us to individually look after our customers”

Gudrun Neumann, Head of the Direct Sales Contact Center

Great acceptance after initial skepticism

“Although there initially were major fears, staff quickly recognized the added value provided by the new CRM solution,” according to the insurance field expert. Direct sales employees today appreciate the contemporary, standard interface and gapless contact history. “Escalation levels mean that customer concerns are always handled in a timely manner. Distribution takes place across teams, while the working procedures are clear and comprehensible.”

The team uses BSI CRM in inbound and outbound, for classic mailing campaigns with direct applications and for e-mail marketing.

“BSI CRM is highly integrative and supports the optimizing of working processes.”

Gudrun Neumann, Head of the Direct Sales Contact Center

Added value for customers and companies

After nearly a year of using BSI CRM in direct sales, Gudrun Neumann summed up: “The greatest benefit is the gapless contact history which enables us to individually look after our customers.” The company benefits as well: “The optimized processes are our most significant gain in efficiency. And we are also completely satisfied with the easy administration and automated reporting,” stated Gudrun Neumann.