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How Valida implemented a new CRM in six months.

The competence center for occupational pensions of the Raiffeisen Banking Group and UNIQA replaced its CRM with Microsoft Dynamics 365: a CRM implementation close to the standard, with a 360-degree view of customer data and KPIs at the push of a button.

Valida Vorsorge Management logo
Customer
Valida Vorsorge Management
Industry
Financial services · Occupational pensions
Solution
CRM · Microsoft Dynamics 365
Topics
CRM implementationData qualityDashboards
The project in 30 seconds
  1. Challenge

    A central CRM for companies and beneficiaries had been running since 2003. More than 5,200 individual company contracts and growing requirements called for a new system.

  2. Solution

    NAVAX designed a CRM close to the Microsoft Dynamics 365 standard: after four months of analysis, delivered in an agile way, with the key users involved from the start.

  3. Result

    Live after six months of delivery, on time and on budget. A 360-degree view of customers, Outlook integration and dashboards for managers.

The project in numbers
6 months
of delivery to go-live, exactly as planned
4 months
of analysis with the business departments
5,200
non-standardized company contracts in the pension fund
Oct. 2020
successfully in use ever since
Challenge and solution

From a CRM dating back to 2003 to a central data hub.

What the new system was supposed to deliver and what it delivers today in sales, customer service and management.

  1. 01Customer data
    Before

    A system from 2003

    The previous CRM had managed companies and beneficiaries since 2003. It could no longer keep up with the growing demands on customer data management.

    With Microsoft Dynamics 365

    One central data hub

    Contacts, companies, connections and roles are in one place, with a dedicated permission model. Sales and customer service have a 360-degree view.

  2. 02Processes
    Before

    Contracts via several routes

    Opportunities, contract creation and contract review did not run end to end in one system. There were media breaks in between.

    With Microsoft Dynamics 365

    Digital, without media breaks

    From quote to contract review, everything runs in one system. Customer service sees every request, and emails go straight into the CRM through the Outlook add-in.

  3. 03Management
    Before

    KPIs took effort

    Getting an overview of visits, requests and opportunities meant compiling numbers first.

    With Microsoft Dynamics 365

    KPIs at the push of a button

    Dashboards show visit reports, opportunities, customer requests and processing times. Managers decide faster and save time on analysis.

How the project ran

Analysis first, then six months of delivery.

Enough time for analysis was the first success factor: only a precisely defined package can be estimated realistically.

  1. 2018

    Decision

    Valida commissions a new CRM. NAVAX convinces with professionalism and flexibility in handling the customer's wishes.

  2. February 2019

    On-site analysis

    Workshops with the business departments: What works, which data is needed, where is the potential? After four months, a detailed requirements document is ready.

  3. April 2020

    Agile delivery

    Delivered remotely: requirements prioritized, split into packages and handed over to the key users for testing step by step.

  4. October 2020

    Go-live

    Live after six months. Training followed the train-the-trainer principle, with a 50-page user manual for all key users.

On time and on budget: the go-live in October 2020 landed exactly as planned.

Insights

Valida Vorsorge Management in pictures.

An older couple walks hand in hand by the sea
A woman works with a smartphone and laptop in a bright office
  1. 1Occupational pensions for more than 2.7 million customers in Austria.
  2. 2Digital, customer-centric workflows at Valida.

“As a pension fund, we face the challenge of administering more than 5,200 non-standardized company contracts. The implementation of our new, state-of-the-art customer relationship management (CRM) system was completed in just six months. I keep hearing praise from our key account managers for the usability of the interface and the improved ability to access all relevant data quickly. For me as project manager, the short summary is: “A complete success!” Thanks to our colleagues at NAVAX for the excellent collaboration.”

Richard SchermannRichard SchermannIT Project Manager, Valida Vorsorge Management
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The customer

About Valida Vorsorge Management.

Valida Vorsorge Management is the competence center for occupational pensions of the Raiffeisen Banking Group and UNIQA. The group operates in the business areas of pension fund, occupational severance fund (“Abfertigung Neu”) and advisory services for occupational pensions.

With more than 2.7 million customers in Austria and €11.9 billion in assets under management, the Valida Group holds a leading market position. Valida is a member of the Raiffeisen Sustainability Initiative and a signatory of the United Nations Principles for Responsible Investment (UNPRI).

valida.at(opens in a new window)
2.7M
customers in Austria
€11.9B
assets under management
160
employees
UNPRI
Principles for Responsible Investment signed
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What changed for others.

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