Vienna Insurance Group: Salesforce CRM helps us stand out




The challenge

Customer service is how customers perceive the insurance companies, beyond the product that you are selling. And it is critical, because “healthcare insurance is something that one should be seriously committed to in the long run.” says Ralitsa Staneva, Director of Operations in Bulstrad Life Vienna Insurance Goup and Salesforce implementation Project Manager. What’s specific about customer service in health insurance is that in a moment when people seek medical assistance, they could be worried and anxious. The insurers reaction must express competency and establish trust. “Our health insurance customers use our services 7 times a year on average! This is the moment that could really makes us special and enable us to rise above the competition.” says Nestorova. She admits that for years the CRM project used to scare them a little, as it is well-known that such technological innovations take huge financial and time resources. However, in reality the project turned out to be seamless and pleasant, and the results were beyond expectations.


In our business, it's hard to compete on product. What really makes you stand out is customer service. 

You can’t handle these dynamic changes on your own and it’s not enough to want to change. You need a partner, who can help you swim in the sea of changes. For us – the obvious choice was Salesforce CRM.

The choice of our partners was clear. Next Consult is a company that is not only a Salesforce GOLD partner but also a company with extensive experience in the field of management consulting. They understand IT and business.

Svetla Nestorova, Chairman of the Management Board and CEO


The choice

In today's world of technologies, choosing the appropriate solution for a company that isn't familiar with IT specifications could be an issue. With constant software updates, new operating systems, new devices in new forms, keeping up with technology systems seems like a race with time. “You can’t handle these dynamic changes on your own. It’ not enough to want it. You need a partner, who can help you swim in the sea of changes. For us – the choice was Salesforce – the global leader in Cloud CRM technologies” says Svetla Nestorova.' Due to the fact that Salesforce is the first company to pioneer CRM in the cloud, and do this with great success for decades, really convinced us to trust its products.'


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