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Cattolica Assicurazioni gains a 360-degree view of customers with integrated CRM platform

Business Situation

Cattolica Assicurazioni is one of Italy’s leading insurance companies with almost 3.6 million customers. Because branches and local agencies managed relationships with contractors independently of the rest of the company, the insurer was running four distinct customer relationship management (CRM) platforms, each requiring its own management and maintenance. These data silos resulted in duplicate entries and incomplete reporting, preventing sales and marketing teams from getting a complete view of customers’ needs.

With a strategy to become a customer-centric organisation, Cattolica Assicurazioni hoped to leverage customer data to grow and deliver higher returns. But it first needed to modernise its processes and platforms for collecting customer insights.

Solution

Due to its highly regulated industry, this insurance provider opted for a staged, hybrid-cloud approach, proposed by Avanade. Our experts helped migrate all legacy CRM systems onto a consolidated, on-premise version of Microsoft Dynamics 365.

“Avanade has proven to be a reliable and competent partner in the implementation of the CRM platform, allowing the company to grasp its innovative potential.”

Alberto Ricchiari Chief Information Officer, Cattolica Assicurazioni

We leveraged our deep Microsoft technology knowledge and experience building enterprise applications to scale insights. We started with a user-focused, design-thinking approach to understand existing processes and the environment and then mapped out a strategy to migrate to the unified solution. Leveraging the company’s enterprise-wide information assets, Avanade then implemented several customised modules, designed specifically for the commercial, marketing, contact centre and contact centre teams.

Results

With a centralised Dynamics CRM system in place, the company is realising several key benefits.

  • With modern sales and marketing, teams can leverage real-time insights and modern tools to create customised, digital campaigns and drive engagement.
  • Central analytics also provide them with measurable strategic performance indicators and customer-centric goals.
  • A more digital workplace is helping to speed processes and services, reduce costs and drive more collaboration across branches.

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