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SAP Newsbyte - August 18, 2009 - One of the most widely used insurance companies in Brazil, Marítima Seguros, selected the SAP Customer Relationship Management (SAP CRM) application to manage the relationship between its enormous customer base and its network of 13,000 brokers to create a competitive market differential
“The big challenge is to obtain a unique 360-degree view of our customers’ data, including contract information and transaction history – a stringent requirement by the new Brazilian consumer service regulations called ‘Lei do SAC’ (Serviço de Atendimento ao Consumidor),” said Eduardo Brunetti, IT project manager at Marítima Seguros. “What we want to do is approach the market in a distinctive manner and offer new services in line with the customers’ needs. We will change our action philosophy and our approach strategy with SAP CRM to achieve the goal of improving our customer service.”
According to Brunetti, five software vendors took part in the selection process for the CRM tool. The SAP solution ultimately won because it presents a greater adherence to Marítima’s business processes, retains deep domain expertise of the Brazilian insurance industry, and enables a fast return on investment.
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