SWICA looks after customers with BSI CRM

With around 1.3 million members and 27,500 business customers, SWICA is one of the leading health and accident insurance companies in Switzerland. The healthcare organization is now reflecting the SWICA philosophy of comprehensive customer care in its customer relationship management. After an extensive proof of concept process, SWICA chose BSI as its CRM partner when it comes to looking after its private and business customers.

SWICA offers customer lasting financial security and optimal medical care for illness, accident and maternity. People with their individual needs and comprehensive care are central to this healthcare organization. SWICA chose an integrated CRM solution from BSI Business Systems Integration AG to ensure that its service quality is up to the job. SWICA is replacing its fragmented system landscape with the flexible and configurable industry solution BSI CRM for insurance companies. “We want to advise our customers comprehensively. This requires a seamless 360° customer view at all touchpoints,” explained Leyla Akbeyik, Project Manager at SWICA.

Besides the comprehensive customer view, SWICA was convinced by the high degree of flexibility and configurability of BSI CRM for insurance companies. “The solution meets our industry-specific requirements. What we find especially advantageous is that in the future we can configure changes quickly and easily,” stated Leyla Akbeyik in praise of the intuitive and flexible CRM solution. As a further plus point, the expert pointed out the universal process integration and the integration experience with Adcubum Syrius, the insurance core system.

360° customer view and comprehensive customer care

SWICA does not merely pay lip service to the concept of comprehensive service: “In the future, all 1,600 employees in all locations will use the integrated CRM solution – from marketing to the contact center, sales and case workers. In this way we can empower our customers with the greatest benefits in service and consulting quality,” stated Leyla Akbeyik. After the first project phase, which shall be completed by summer, SWICA staff will use the CRM for all existing customers. Starting in phase two, which will be finalized in summer 2017, all leads and new customers will also be looked after with BSI CRM.

“Our customers from the insurance industry confirm that with BSI CRM we have acquired a custom-fit solution for health insurance companies. BSI CRM for insurance companies is precisely tailored to the specific needs of the industry. We are convinced that the future-proof CRM software, which combines contact, task and complaint management, and more, in a single solution will deliver added value to staff as well as to customers and companies. There is also still potential to expand the CRM, because continuous investments are made in the product,” according to Adrian Bucher, Project Manager at BSI, who added: “I look forward to working with our customer SWICA to lay the foundation for healthy customer relationships with the introduction of BSI CRM.”