• CLIENT: global company
  • INDUSTRY: financial services
  • REGION: DACH
  • SIZE: large enterprise
  • PERIOD: 12 weeks
  • SERVICE: CRM strategy
Revolutionizing customer excellence through insight-driven reinsurance

The Situation

We partnered with a global reinsurer to shape their Customer Relationship Management (CRM). Recognizing the need for greater customer transparency, process efficiency, and improved business performance, the reinsurer faced several challenges such as an unclear strategic direction, a fragmented process and inefficient tool landscape. Seeing the potential value, the organization decided to initiate a customer excellence initiative, with the goal of defining a CRM foundation, and enabling a well-informed C-level decision on the best-fit platform for their transformation.

The Challenge

Customer Experience

Lack of strategic direction and fragmented processes resulted in inconsistent experiences.

Underwriting Performance

Fluctuating performance due to missing information and milestones.

Cross-Selling and Upselling

Limited selling possibilities caused by a fragmented and not transparent customer view.

Decision-Making

Inconsistent information and low-quality data led to decisions based on gut feelings.

Employee Satisfaction

Outstanding high effort for organizational tasks, usage of fragmented tools and complex processes.

The Solution

North Star

Establishment of a unified strategic direction for customer relationship management, also defining key metrics, KPIs and measurable objectives.

Business Blueprint

Design of a target picture with 13 CRM modules and over 250 use cases to cover all requirements of current and future business areas.

Platform Engineering

Development of an overarching CRM architecture, tech guiding principles, view on technology stack and integrations, and data management.

Ecosystem Evaluation

Comparison of CRM solutions with a criteria-based evaluation matrix, a business case and a proof-of concept which provided an early touch & feel for the users.

Roadmap Design

Clear solution recommendation to enable a fact-based decision-making of the C-level board. Definition of a roadmap with prioritized implementation actions.

The Excellence

Established a 360° CRM target picture – strategy, business, technology – including a roadmap ready to implement.

We onboarded users into the project and proof-of-concept to foster experience and acceptance from day 1.

Our state-of-the-art framework and methods enabled a highly impactful 12-week project and smooth transition to implementation.