SV SparkassenVersicherung (“SV”) is a long established and modern insurer based in the regions of Baden-Württemberg, Hesse, Thuringia, and parts of Rhineland Palatinate. In 2007, premiums paid for roughly 7.7 million policies totaled about € 2.7 billion.
In addition to typical policies, SV also offers comprehensive services like risk management, tailored to customer needs. SV sought a need-based software program to enable it to achieve and optimize advanced customer relationships – for its office staff and fi eld personnel.
SV’s strategic interest in optimizing CRM arose from the realization that it could boost the quality of service and sales performance significantly by providing identical and current customer relationship information to both office staff and field personnel.
This led to the decision to consolidate the processes and use the same CRM software – to raise the efficiency sustainably through the latter measure. Moreover, the requirements stated that relevant CRM system should be user friendly and offer all appropriate functionalities. In particular, the software should facilitate all relevant core processes for sales – information by phone, activity management, access to customer correspondence, communication between different organizational units, service man