Case Study: Nürnberger Versicherung achieves faster lead responses and happier customers with Camunda

Nürnberger Versicherung speeds lead response by 75% with Camunda

Nürnberger Versicherung, a major German insurance company, needed to drastically improve the speed and efficiency of its online lead management process. Customers expecting quick responses when seeking insurance advice were facing delays, as the company struggled to quickly route thousands of annual inquiries to the most suitable among its 12,000+ sales agents. To address this challenge, they implemented a process automation solution using Camunda.

Using Camunda's BPMN-based platform, Nürnberger built a flexible lead distribution system that automatically assigns inquiries based on agent expertise, location, and customer history. The solution includes monitoring for stalled leads and a 'Fast Track' for testing process changes. Implemented with help from a Camunda partner, this system increased new business by 6.2% and reduced response times by 75%, significantly boosting customer satisfaction. Camunda provided the transparency and agility needed for continuous process improvement.

Nürnberger Versicherung