Sanitas
Stories from synvert customers
Our success with...
Sanitas
"In the many years of cooperation with synvert (previously saracus) consulting, we have always been able to count on versatile and professional support. This in the various projects as well as in the construction, further development and operation of our data warehouse and the corresponding loading routes as well as in the implementation with Kafka and the selection of the data catalog. Thanks to the partnership-based approach and the uncomplicated and targeted support, it was possible to find good solutions even when the requirements for the project changed at short notice."
"The competent and customer-oriented support provided by synvert (previously saracus) to both our internal IT specialists and the specialist departments enabled us to implement a flexible and advanced DWH/BI platform on schedule."
Sanitas - CRM Analytics and Lead Management.
With around 835,000 insured persons, the Sanitas Group is a key player in Switzerland's health insurance sector. Sanitas provides tailored solutions for both individuals and companies, covering both mandatory basic insurance and supplementary insurance. The Sanitas business model is undergoing a significant digital transformation, with a focus on meeting the specific needs of customers through highly personalised offers. These offers will be delivered in partnership with a well-connected ecosystem of internal and external distribution partners. To achieve this, Sanitas is adopting a data-driven approach, utilising analytics across its entire value chain to manage all business processes in a customer-centred way.
The overall goal of the Customer Relationship Management (KBM) project is to introduce the BSI CRM system as a core component of Sanitas' digital business model. The close integration between the CRM system and the DWH will enable a 360° view of the customer, along with comprehensive complaint, lead, and campaign management. The project aims to make consultations, as well as lead and sales processes, more efficient and customer-friendly.
- Empowering business experts with analytical capabilities to evaluate CRM data in a user-friendly way and to monitor processes and objectives.
- Implementing complex sets of rules in the DWH to trigger personalised customer interactions within the CRM system.
- Integrating new information and data flows into the Sanitas system landscape.
- Developing a framework for automated multi-channel sales management.
- Developing 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 centre).
- Advanced BI functionality in DWH for analysts and business users.
- The addition of many new CRM analytics areas to the BI platform, including business cases, marketing actions, customer contacts, complaints, 360° customer view, and performance consulting.
- More than 250 attributes and 130 quality-assured metrics are available to power users, for lead-time analysis and channel analysis, among others.
- Flexible master reports empower business users to do their own guided ad hoc reporting.
- Cross-system analysis of the sales process from lead generation and quoting to application and closing.
- Quantitative and qualitative sales metrics for measuring success and forecasting.
- Easy selection of target groups for marketing campaigns based on customer characteristics.
- Setting up closed-loop data flows for continuous feedback cycles.
This well-planned integration combined the core competencies of the CRM system with the strengths of the DWH, resulting in a comprehensive, pragmatic and powerful overall solution.
The successful implementation and introduction of this solution was made possible by constructive problem-solving and the close collaboration between the internal project teams, specialist departments, and synvert, leading to a highly successful outcome that also forms the optimal basis for further innovation, helping Sanitas to stay at the forefront of its industry and to continue to meet the evolving needs of its customers.
