Italian CIOs would recommend BSI

“On a scale of 1 to 10, would you recommend this product?“ How many times have we, as consumers, been asked this question and given a rather random answer? There are many reasons for recommending or not recommending a product, and they simply cannot be summarized on a scale of 1 to 10.

It was precisely this realization that prompted Signal Iduna, the long-established German insurance company, to implement a comprehensive strategy. And to support this effort, they brought BSI into the team. The objective was to compile written, free-form customer feedback at critical touchpoints during their interactions with Signal Iduna to determine a more comprehensive Net Promoter Score. Regardless of how and why customers contacted Signal Iduna – e-mail support inquiries or calls to customer service – the company encouraged them to provide detailed feedback about their experience. While the feedback volume was initially manageable, it increased every month, reflecting the growth in the customer base and the level of engagement customers displayed for Signal Iduna's initiative. Yet, the upward trend reached a point where manual processing became impractical.

Implementing a smart process at Signal Iduna

The solution was developed and managed entirely with BSI Customer Suite modules: BSI CX, BSI AI, BSI Insight, and BSI EIP. It allows Signal Iduna to utilize advanced technology, including e.g. Artificial Intelligence tools for the following processes:

• Preprocessing
• Anonymization
• Categorization
• Prioritization of actions

The solution’s benefits are specific and measurable:

• Process optimization: The company automated its feedback assessment process, which resulted in time and cost savings compared to the previous manual process.
• Customer orientation: By asking their customers for personal feedback, Signal Iduna placed their customers at the center.
• Scalability: The solution is highly scalable and facilitates the easy mapping of peaks and additional increases in the quantity of feedback received.
• Insights and implementable information: Categorized feedback has become an essential information source for decision-making and prioritization as it creates a greater understanding of customers and their needs.

And what do CIOs in Italy have to do with it?

On September 27, at the CIO Summit and Digital360 Award in Lazise, Italy, the CIOs of leading Italian companies were asked to rate the innovative capabilities, usefulness, and reproducibility of many software solutions. They selected BSI as the best CRM, Marketing, and Sales solution.

Mille Grazie and thank you to everyone involved from BSI and Signal Iduna.

Contact and author: Pamela Negosanti

Pamela Negosanti has spent the majority of her career in the technology and financial services sectors, specializing in digital transformation and Artificial Intelligence. She has supported numerous insurance companies with the implementation of business transformation initiatives by using technology. Pamela is driven by change and a deeply rooted curiosity and strongly believes in the power of knowledge exchange and communities. She is fluent in Italian, English, French, and German.