Case Study: Zurich Insurance Group achieves more personalized customer engagement with Microsoft Dynamics 365

Zurich Insurance Group gives its business units a modern, flexible customer engagement solution with Microsoft Dynamics 365

Zurich Insurance Group, a global insurer serving customers in more than 200 countries, needed a modern, flexible CRM and customer engagement platform to help its business units manage growing volumes of customer data, personalize interactions, and support different operating models across markets. The company turned to Microsoft Dynamics 365, including Dynamics 365 Marketing, Sales, Customer Service, and Customer Voice, to better connect teams and improve customer journeys.

Microsoft Dynamics 365 helped Zurich standardize and scale its CRM capabilities across Switzerland, Germany, and Brazil, enabling more personalized outreach, better service, and improved agent productivity. Measurable results included a more than 40% increase in lead quality in Switzerland, a 21% productivity boost in Brazil’s commercial area in 10 months, and a 25% reduction in quote time through automated email-to-request workflows.

Zurich Insurance Group

Idevar Goncalves De Souza Junior

IT Manager