Case studies ČSOB Pojišťovna

Adastra´s ACM solution implemented as a support tool for automation and more efficient campaign management at ČSOB Pojišťovna

The target was automation and an increase in campaign management effectiveness and subsequent evaluations, including the option to increase the number of running campaigns.

Our suggested solution

ACM implementation provided the solution including the preparation of a datamart as a data source for campaigns, and the implementation of reports used for campaign evaluations. The system was expanded during the second stage to support the network management of agents (internal and external). Thus the system became one complex enabling the automated processing of client data, their addressing and evaluation including the evaluation of individual channels and agents. 

A complex solution encompassing all key areas of the insurance company.

Project benefits:

  • Campaign planning
  • Distribution of tasks arising from campaigns to selected insurance agents
  • Feedback collection from these agents
  • Operational management and monitoring of campaign progress
  • Operational evaluation of campaign success

What was the outcome of the project

Fourteen years ago we entrusted our customer data to Business Intelligence systems that Adastra helped us build.

As a result, we have one data source for our customer databases which significantly helps us make all management operations more effective. At the same time, we set up a constantly running process of client unification. Our key applications are integrated with these systems, thus enabling effective client service, business activity management, fraud detection, and administrative access to data based on the principle of ‘everyone gets exactly what they need for their work’. All aspects live up to our strict security standards. And it was all possible thanks to our cooperation with Adastra.

Employees throughout the company also use the KIS system module. The key users being client center employees, the audit and risk departments, and insurance event liquidators.

Everybody sees exactly what they should and the data is protected against hackers.

ing. Hana Krupičková, Director of Management Support for the CSOB Insurance Company

Our users include insurance agents, i.e. internal and external sellers, so Adastra helped us create a KIS system module to manage them. Thanks to this application, agents have modules that provide them with up-to-date client information, while enabling them to solve business campaign tasks and tasks connected with client services (for instance, the system automatically alerts us to insurance contracts which are ending or the failure to pay insurance installments), to download the necessary information and data to manage their finances (fees, provisions), to see the current results of their work through set-up reporting, and to manage daily activities. This system is also used by managers who use it to oversee, control and evaluate effectiveness.

The basis of our success and our client satisfaction is to have good information about clients and to know how to use it well. Thanks to Adastra's help we now see our customers in the bigger picture and are able to offer them services and products that correspond to their needs.

ing. Hana Krupičková, Director of Management Support for the CSOB Insurance Company


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