Storebrand

Storebrand’s customer service business dramatically improved with VirtualWorks

40 seconds previous response time

4 seconds current response time

Challenges

  • Due to a digitalization process, Storebrand needed to change the way they did business
  • Customer contact normally through media, directly connected to the business’ CRM system
  • Increased compliance demands – right info available at anytime
  • Increased focus on personalized service

Prior to VirtualWorks, it took our customer services team 30-40 seconds to find information customers needed. Now our response time is down to 3-4 seconds. This has allowed us to decrease costs along with increasing customer satisfaction and revenue.
Tom Bech Eriksen
Nordic Manager CRM

Solution

Storebrand wanted to create an efficient customer center and motivate employees to handle a new business environment while also providing employees with access to the necessary information to handle customer requests. They needed to make sure that all systems were securely accessible to remain compliant according to data security policies. While staying in line with financial laws, they also needed to cut down on operational processing time. To enable this, Storebrand deployed Microsoft Dynamics CRM as front-end tool for the customer center employees and decided to use viaworks from VirtualWorks to provide access to relevant data.

Benefits

Easy access to necessary information through Microsoft CRM to handle customer requests
Reduced search time for information from 40 second down to 3 seconds
Employees are more efficient and customers are satisfied

Facts about Storebrand

Storebrand dates back to 1767 and has provided occupational pensions to Norwegian employees since 1917. Today the Storebrand Group is a leading player in the Nordic market for long-term savings and insurance, managing more than NOK 570 billion, making Storebrand Norway’s largest asset manager.

www.storebrand.com