CASE STUDY

Zurich Insurance’s customer-centric digital transformation

Shift in strategy results in operational efficiencies, lower costs

Focus on the customer

With revenues of over $70 billion and operating in 200+ countries and territories, Zurich Insurance is one of the largest insurers of property, casualty, and life in the world. To meet changing customer demands, Zurich transformed the customer experience to provide personalized, customized products and services.

About

Zurich Insurance

Financial Services

Products

Salesforce

Content Hub DAM

Challenge

Meeting customer expectations for on-demand insurance

  • Inconsistent quality and customer experience
  • Lengthy time-to-market for new products and services
  • Budget and employee skill constraints
  • Legacy architecture that prevented ability to scale internationally
Solution

Solutions used

  • Sitecore Experience Platform (XP 9)
  • Sitecore Experience Accelerator (SXA)
  • Integrations:
    • JSS/Headless
    • Salesforce Marketing Cloud
    • Pardot
    • Microsoft Dynamics
    • Microsoft Azure (PaaS)
Outcome

Unique, personalized digital experiences through branded assets

  • Multi-tenant, multi-site platform to support multinational organization with freedom for localization
  • Elevated customer experience with innovative products and enhanced customer care
  • More agile and responsive organization
  • Lower overall costs through economies of scale and best practice sharing
  • Faster time to market through pre-approved solutions and workflows

The one-stop-shop for customer experiences and digital capabilities

Zurich Insurance’s global suite of services is based on pillars of transformation including analytics, a user-centric design, personas and journey mapping, scalability by re-using assets, and continuous improvements based on user feedback.

WHAT THEY SAID
I think everybody is looking for a unique experience, especially in insurance. By using Sitecore, we can build microsites, campaigns, transactional capabilities, customer portals and more, to cover that end-to-end customer journey.

Deepak Mathews

Senior Manager, Digital Experience

Zurich Insurance