Case Study: Visana achieves companywide customer service excellence with BSI CRM

Visana - Customer Case Study

Visana, one of the largest insurance groups in Switzerland, sought a companywide CRM solution to support its service-oriented strategy and position itself as a leader. To meet this challenge, they chose to partner with vendor BSI Business Systems Integration AG and implement their BSI CRM product to digitally transform their customer service approach.

BSI implemented its CRM solution in a two-phase rollout, connecting corporate and then private customer departments along with sales and marketing. The solution from BSI provided a 360-degree customer view, enabling an event-oriented approach to increase contact frequency and deliver tailored service. It was integrated with the core insurance system and deployed to 1,000 users.

Visana

Markus Mutti

System Management Department Head and CRM Project Manager