Array
(
    [en-en] => Array
        (
            [id] => 22
            [order] => 0
            [slug] => en-en
            [locale] => en-GB
            [name] => England (English)
            [url] => https://synvert.com/en-en/successstories/sanitas-success-story-crm/
            [flag] => https://synvert.com/wp-content/plugins/polylang-pro/vendor/wpsyntex/polylang/flags/gb.png
            [current_lang] => 1
            [no_translation] => 
            [classes] => Array
                (
                    [0] => lang-item
                    [1] => lang-item-22
                    [2] => lang-item-en-en
                    [3] => current-lang
                    [4] => lang-item-first
                )

            [link_classes] => Array
                (
                )

        )

    [ch-de] => Array
        (
            [id] => 2224
            [order] => 0
            [slug] => ch-de
            [locale] => de-CH
            [name] => Schweiz (Deutsch)
            [url] => https://synvert.com/ch-de/success-stories/success-story-sanitas-crm-analytics-und-leadmanagement/
            [flag] => https://synvert.com/wp-content/plugins/polylang-pro/vendor/wpsyntex/polylang/flags/ch.png
            [current_lang] => 
            [no_translation] => 
            [classes] => Array
                (
                    [0] => lang-item
                    [1] => lang-item-2224
                    [2] => lang-item-ch-de
                )

            [link_classes] => Array
                (
                )

        )

    [de-de] => Array
        (
            [id] => 20
            [order] => 1
            [slug] => de-de
            [locale] => de-DE
            [name] => Deutschland (Deutsch)
            [url] => https://synvert.com/de-de/SuccessStories/success-story-sanitas-crm-analytics-und-leadmanagement/
            [flag] => https://synvert.com/wp-content/plugins/polylang-pro/vendor/wpsyntex/polylang/flags/de.png
            [current_lang] => 
            [no_translation] => 
            [classes] => Array
                (
                    [0] => lang-item
                    [1] => lang-item-20
                    [2] => lang-item-de-de
                )

            [link_classes] => Array
                (
                )

        )

)
AI Use Cases
synvert Accel­er­at­ors
Medizinisches Banner mit Stethoskop
Suc­cess stories

San­itas  - CRM ana­lyt­ics and lead management

Go back to success stories

Brief his­tory

With around 835,000 insured per­sons, the San­itas Group is one of the lead­ing health insurers in Switzer­land. San­itas offers needs-based solu­tions for private indi­vidu­als and com­pan­ies in both com­puls­ory basic insur­ance and sup­ple­ment­ary insurance.

The San­itas busi­ness model is being com­pre­hens­ively digit­al­ized. The needs of cus­tom­ers are met with more indi­vidu­al­ized offers. Such offers are imple­men­ted together with a closely net­worked eco­sys­tem of internal and external sales part­ners. San­itas sys­tem­at­ic­ally uses data ana­lyt­ics along the entire value chain to man­age all busi­ness pro­cesses in a cus­tomer-ori­ented way.

Thomas Seekirch­ner
Leiter IT Inform­a­tion Management
San­itas
Thomas Seekirch­ner

“syn­ver­t’s com­pet­ent and cus­tomer-ori­ented sup­port of both our internal IT spe­cial­ists and the spe­cial­ist depart­ments enabled us to intro­duce a flex­ible and advanced DWH/BI plat­form on schedule.”

Goals & challenges

In the over­all “Cus­tomer Rela­tion­ship Man­age­ment” (CRM) pro­ject, the BSI CRM sys­tem was intro­duced as an import­ant found­a­tion for the digital busi­ness model. The close integ­ra­tion with the DWH enabled a 360° cus­tomer view in the new and power­ful CRM as well as com­pre­hens­ive com­plaint, lead and cam­paign man­age­ment. Con­sulta­tions, lead and sales pro­cesses could be made more cus­tomer-friendly and efficient.

The “KBM Ana­lyt­ics” and “Lead Man­age­ment” sub-pro­jects had these goals:

  • Empower­ing sub­ject mat­ter experts with ana­lyt­ical cap­ab­il­it­ies to eval­u­ate CRM data in a user-friendly way and mon­itor pro­cesses and objectives
  • Imple­ment­a­tion of com­plex sets of rules in the DWH as trig­gers that ini­ti­ate indi­vidu­al­ized cus­tomer inter­ac­tions in CRM
  • Integ­ra­tion of the new inform­a­tion and data flows into the San­itas sys­tem landscape
  • Devel­op­ment of a frame­work for auto­mated multi-chan­nel sales management
  • Devel­op­ment of a cross-sys­tem sales fun­nel and cam­paign report­ing sys­tem that serves as a plan­ning, man­age­ment and con­trolling tool for vari­ous areas (sales, cus­tomer exper­i­ence, mar­ket­ing, chan­nel man­age­ment and call center)

Key points

Rules in the DWH com­ple­ment the cap­ab­il­it­ies of the CRM:

  • Indi­vidu­al­ized, timely and rel­ev­ant cus­tomer approach and con­trol of the lead and sales process
  • The DWH cal­cu­lates more than 80 fully auto­mated event trig­gers (partly through com­plex sets of rules), which trig­ger cus­tomer group-spe­cific busi­ness trans­ac­tions, inter­ac­tions or mar­ket­ing cam­paigns in CRM
  • The DWH cal­cu­lates more than 110 cus­tomer poten­tials, which help the cus­tomer advisors in CRM in the con­ver­sa­tion guide. The gen­eric inter­face for poten­tials allows the depart­ment to define new poten­tials autonom­ously and without IT adjust­ments and to pub­lish them in CRM
  • Com­plex key fig­ure cal­cu­la­tions are pre­pared in the DWH and trans­ferred to the CRM cock­pit via a gen­eric inter­face and dis­played to the ser­vice consultants
  • Cal­cu­la­tion of a lead score and other cus­tomer indic­at­ors for con­trolling CRM processes
  • A well thought-out solu­tion concept for lead man­age­ment with the com­pon­ents lead qual­ity, mas­ter data man­age­ment, lead for­ward­ing, lead score, lead logic and lead reporting
  • Inter­lock­ing of DWH and CRM func­tion­al­ity for optim­ized data flows with clear responsibilities

Archi­tec­ture

Gen­er­ated bene­fits

Advanced BI func­tion­al­ity in the DWH for ana­lysts and busi­ness users:

  • The BI plat­form has been expan­ded to include many new CRM ana­lysis areas, e.g. busi­ness trans­ac­tions, mar­ket­ing cam­paigns, cus­tomer con­tacts, com­plaints, 360° cus­tomer view, ser­vice consulting
  • More than 250 attrib­utes and 130 qual­ity-assured met­rics are avail­able to power users, e.g. for ana­lyz­ing through­put times and sales chan­nel analyses
  • Flex­ible mas­ter reports are a tool for busi­ness users to carry out “guided ad-hoc report­ing” themselves
  • Cross-sys­tem ana­lysis of the sales pro­cess from lead, quo­ta­tion, applic­a­tion to closing
  • Quant­it­at­ive and qual­it­at­ive sales indic­at­ors for per­form­ance meas­ure­ment and forecasting
  • Simple selec­tion of tar­get groups for mar­ket­ing cam­paigns via cus­tomer characteristics
  • Estab­lish­ment of closed-loop data flows for feed­back cycles

Deliv­ery / conclusion

The well thought-out inter­ac­tion between CRM and DWH com­bined the core com­pet­en­cies of the CRM sys­tem with the strengths of the DWH, res­ult­ing in a com­pre­hens­ive, prag­matic and power­ful over­all solution.

The con­struct­ive prob­lem-solv­ing and close col­lab­or­a­tion between the internal pro­ject teams, spe­cial­ist depart­ments and synvert was cru­cial to the suc­cess­ful imple­ment­a­tion and intro­duc­tion. In addi­tion to the bene­fits already gen­er­ated, an optimal basis was cre­ated for fur­ther innovations.

Categories
All
Tech
Banking
Communications, Media & Telecom
Consumer Goods & Retail
Energy & Resources
Health & Life Science
Industrials
Insurance
Public Sector

Vehicle Data Store

Soft­ware­Fact­ory at a lead­ing auto­mot­ive soft­ware company

DevX Impact at a HR-Tech Company

Driv­ing Inter­na­tional Expan­sion for a Lead­ing E‑Commerce Company

Accel­er­at­ing Cloud-Nat­ive Devel­op­ment in the Auto­mot­ive Industry

Retail Com­mis­sion Dia­gnostics Anom­aly Detection

Set­ting up a Reli­able and Power­ful Platform

Pre­dic­tion of cus­tomer prob­ab­il­ity to churn

Early Detec­tion of Mech­an­ical Issues

NLP​ in Auto­mot­ive Reporting

Oper­a­tional Data Lake

Real-Time Mar­ket­ing

Auto­matic clas­si­fic­a­tion of cars by their model

Dies­el­tech Program

Data Recon­cili­ation

Cent­ral­ized Data Warehouse

Data as a Ser­vice – BI & Big Data CC

Oper­a­tional Work/Support in Data Warehousing

Erosion Detec­tion with Com­puter Vision

Devel­op­ment and Imple­ment­a­tion of a Fully Auto­mated MLOps Platform

Pre­dic­tion and Alloc­a­tion Optim­iz­a­tion for sta­tion­ary Channels

Build­ing a Near Real-Time Recom­mend­a­tion System

Migra­tion AWS data plat­form to Google Cloud

Design and Devel­op­ment of a Google Cloud-Based Data Platform

Refact­or­ing, shift and new devel­op­ment of Data Ser­vices in Google Cloud

Estab­lish­ment of a Mas­ter Data Man­age­ment Foundation

Cent­ral Data Lake

Replace­ment of a com­plex IBM Data­stage structure

CRM ana­lyt­ics and lead management

Stand­ard­iz­a­tion of eval­u­ation processes

Devel­op­ment of an ERP data hub

Estab­lish­ment and fur­ther devel­op­ment of a DWH

Devel­op­ment of a group-wide BI platform

Estab­lish­ment of a new sales report­ing system

Source data migra­tion with auto­ma­tion of the source data connection

Cloud self-ser­vice BI for data-driven cor­por­ate management

Devel­op­ment of vari­ous ML use cases with AWS

Replace­ment of an in-house soft­ware development

Com­pany-wide data integration

Imple­ment­a­tion of real-time data links

Smart Data Catalog

Contact us

* Required fields
top

Thank you!

You will shortly receive an email to activ­ate your account.

Log in

Browse webinar videos and white­pa­pers from synvert any­time you want

Reset pass­word

For­got your pass­word? Enter your email address and you will receive a link to reset your password.

Log in

You are suc­cess­fully logged in.

Register

Thank you!

You will shortly receive an email to activ­ate your account.

Log out

You are suc­cess­fully logged out.