Case Study: SWICA achieves stronger customer relationships with BSI CRM and CX

Strong customer relationships through CRM and CX

SWICA, one of Switzerland’s leading health and accident insurers, needed to replace a fragmented system landscape and improve how it supported customers across marketing, contact center, sales, and administration. To address this, SWICA turned to BSI Business Systems Integration AG for BSI CRM, along with marketing automation and customer journey management.

BSI Business Systems Integration AG implemented a flexible, configurable CRM and CX platform that automated inquiry handling for more than 100 web forms, routed requests to the right agency, personalized confirmation emails, and protected sensitive medical data. BSI also helped SWICA design proactive customer journeys such as its “Hospitalization” journey, contributing to stronger customer experience and an NPS score of 70, plus recognition with the Customer Experience Award 2020.

SWICA

Michael Schneider

Head of Marketing