Unlike most other providers in the German company pensions market, Münchner Versorgungsmanagement AG (MVM) charges fees for the advice it gives, rather than earning commissions from product sales.
To ensure that its clients are comfortable with this non-standard arrangement, MVM must develop and maintain the highest levels of customer service. As MVM’s CEO Micha Martin Lauterjung puts it: “Our top priority is the client and an understanding of their needs.”
However, the company’s historic system of databases and Excel spreadsheets to record client information, and mail-merge to personalise communication with them, was proving increasingly unwieldy for effective customer relationship management. Finding or recording information was difficult without access to up-to-date account data, or any way to easily and conveniently capture the details of on-going conversations and interactions with clients.
Shareable up-to-the-minute information
For a company so reliant on the highest levels of customer service, this was not only frustrating, but also potentially damaging to the business.
With an urgent need to improve the efficiency of both customer service and marketing, as well as enable sales staff to capture every detail of client conversations without having to rely on their memory or personal notes, Martin and his team began searching for a reliable and flexible CRM system.
