Case Study: Zurich Insurance Group achieves enhanced customer intelligence and global sales visibility with Microsoft Dynamics 365

Finding better ways to serve customers worldwide

Zurich Insurance Group, a global commercial-insurance provider, needed to modernize its customer-intelligence platform to give executives, underwriters, and sales teams timely visibility into accounts and the sales pipeline. The legacy system suffered ETL delays, limited reporting and low user value, which hindered forecasting, cross-border selling and day-to-day service for about 2,500 market-facing users across 30 countries.

Zurich deployed Microsoft Dynamics CRM 2016 with Microsoft Enterprise Services, using an Agile approach (18 sprints), performance tuning, and change-management support, while building an operations and monitoring model and a path to Dynamics 365 and mobile access. The project met its cutover deadline, increased user adoption and productivity, improved reporting and dashboards, enabled new cross-selling opportunities, and positioned the company for future cloud and mobile rollouts.

Zurich Insurance Group

Michael Laimer

IT Program Manager