Case Study: SpareBank 1 achieves 100% increase in outbound insurance sales with Avanade's Microsoft Dynamics CRM solution

SpareBank 1 delivers on One Bank, One Customer vision

SpareBank 1, one of Norway’s largest banking groups with about 20% market share and 1.9 million customers, set out to deliver a “one bank, one customer” experience and grow its insurance business without raising costs. The bank’s challenge was fragmented customer data across 17 systems, lack of tools to identify and qualify insurance prospects, and inconsistent sales processes across branches and a centralized call center, limiting proactive cross‑selling to existing customers.

Avanade and Accenture implemented Microsoft Dynamics CRM with a Customer Analytics Record to consolidate customer data into a single 360° view, supported by a pilot, training and change management. The solution enabled targeted outreach and better prospect lists for branch and call‑center staff; outbound insurance sales doubled within weeks, marketing gained segmentation and measurement capabilities for higher ROI, and the platform lays the groundwork for expansion and predictive “next best action” features.

SpareBank 1

Rune Hoff

Director