GVB: Automated processes for customers and employees

The first Power Platform solution automated the process for concluding contracts. Previously, a potential customer filled out a website form, GVB employees received an e-mail, checked the information provided against the existing data in the SAP system and, if the data matched successfully, sent out the contract documents. Today, when a potential customer fills out the website form, the matching of the data is automated. Power Automate starts the workflow after the e-mail is received and triggers the mailing of the contract documents if the check was successful. All process steps are documented so that employees can track the progress of the customer request at any moment or, in rare cases, add missing information to complete the process. In this way, the team saves valuable time while maintaining an overview.  

"Appetite comes with eating. That's why, after successfully automating the first process, we wanted to set up the automatic sending of offers," Roberto Liviero, Solution Architect at GVB, explained. Offers can be requested directly via the GVB website. Previously, the offer was created by the responsible team and sent by e-mail – now both steps are automated. Depending on the offer, suitable documents get added to the automatically generated e-mail, such as an overview of benefits and general terms and conditions of insurance. The offer is then created as a lead in Dynamics CRM so that the GVB customer advisors can contact customers according to their area of interest.

In recent years, many changes caused updates to GVB's policies. Since the changes do not affect existing customer relationships, GVB decided to set up a request option on the website and send the new policy only upon request. In this way, the new policy did not have to be printed out 400,000 times, but was sent only around 100 times on request – generally by post, or by e-mail if requested. Again, after a request via the website, Power Automate takes over and sends the appropriate policy automatically. 

With a Power App, all workflows can be monitored and, if necessary, analyzed to capitalize further automation potential. Via an interface to SAP, employees can make a live query of the data at any time. For a better overview, only the cases relevant to the respective department are displayed. In GVB's existing Confluence, the three workflows were fully documented in order to store the know-how and have it available at any time. 

The GVB Group stands for expertise in all aspects of securing and insuring buildings. The company, headquartered in Ittigen (BE), consists of Gebäudeversicherung Bern (GVB) and its subsidiaries GVB Privatversicherungen AG, GVB Services AG and SafeT Swiss AG. 

gvb.ch

Thomas Kogler

Head of Intelligent Business Platforms