Case Studies

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swiss-re

Swiss Re

Case Study

Products & Services Used:

Aureus CEM SmartConnect, AI, Azure Data Bricks

Challenges:

For a company dedicated to helping corporate customers manage risk, tracking customer-centric behaviors is key. But the way CorSo was managing customer data in its legacy CRM system was causing inefficiencies in understanding relationship insights for both customers and brokers. The system also made identifying new opportunities difficult. CorSo wanted the ability to interrogate and analyze data and insights from a myriad of internal and external sources within one intuitive system that could be integrated into CorSo’s native applications.

Solutions:

Aureus transformed an outdated CRM systems into a cloud-native Customer Engagement Management Platform (or Customer Intelligence Platform that leverages CorSo’s existing infrastructure components and integrates internal and external data sources providing 360° customer/broker views. Swiss Re’s new 360º collaboration portal seamlessly connects the customer and broker to all internal departments using Microsoft Teams + a  Teams Chat Bot (powered by Power Automate). One person, or a tiger team, of each department is assigned “quarterback” to the customer and utilize the chatbot to provide a more efficient way of engagement through unifying the customer AND all SwissRe departments.

Results:

Customer 360 has enabled a quantum shift for CorSo into a Customer-first culture, providing a 360° view combined with core CRM components, leading to a greater customer experience, Greater customer retention, and less time pushing paper + saved time that can be directed to more important, quality items.​

User-specific functionality is integrated into native Microsoft business applications, such as Microsoft Outlook and Teams, improving user experience.​

With an extended customer/broker view and consistent user experience, CorSo has addressed key user pain points and provides contextual insights to the customer/broker-facing teams in their native environment. Customer 360 leverages data and technology for enhancing and supporting CorSo’s engagement with its customers and brokers. It specifically has:​

    Introduced a consistent user experience across all market-facing teams​

    Avoided redundant data entries by integrating with native applications​

    Embedded contextual customer/broker insights in core business applications​

    Changed from a data-entry approach towards a data-consumption culture

Current Customer Platform Problems

Problems Solved through 360 CEM Connect

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