New strategy "helvetia 20.20": digital, agile, more valuable.


Our customer

Helvetia is one of the top 3 insurance companies in the Swiss market and is present in Europe in Germany, France, Austria, Spain, and Italy. Founded in 1858, the Helvetia Group, with corporate headquarters in St. Gallen, has a business turnover of about CHF 8.51 billion and provides services to more than 5 million customers (2016) with around 6,500 employees.

Project goals

  • Optimization of the departments “Helvetia Service Center” and “Losses”

  • Mapping of incoming “messages” via “telephone” or “email” in the newly defined “Customer Contact”
  • Each of these “messages” contains various “notifications” which can be represented technically and delegated

  • Automated generation of tasks and deadlines for processing the “messages”

Project focus

  • Introduction of the SAP Customer Interaction Center (CIC) including Telephony Connection (CTI)

  • Mapping of the “messages” in the form of different “customer issues”
  • Wizard-guided processing of “customer identification” including “data” and “issue”

  • Action-driven follow-up document generation based on the respective “customer issue”