Case Study: PGGM (Dutch pension & income-protection provider) achieves centralized customer profiles and reduced wait-times with Avanade's Microsoft Dynamics CRM

Using Dynamics CRM to create a complete customer profile

PGGM, a Dutch pension and income-protection provider for the healthcare and welfare sector, merged with a subsidiary offering a career-break savings scheme and faced the challenge of consolidating two separate CRM systems into a single database. The objective was to migrate roughly 3 million customers (about 15 million records), keep pension and income-service data logically separate for two departments, and complete the work quickly to avoid service disruption.

PGGM selected Microsoft Dynamics CRM and engaged Avanade to design and implement the solution. Avanade built the database, migrated the data, and partitioned records by department; the system went live after an eight-month big‑bang rollout, integrated with the telephone system and line‑of‑business apps. About 120 employees now use the CRM daily, customer records display instantly, wait times have decreased, performance and usability improved, and PGGM is positioned to expand the database for cross‑ and up‑selling.

PGGM

Arjen Bruinning

Information Manager, PGGM