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Swiss Life: Standardized Processes for Service Organizations

The service organization of Swiss Life Germany's sales forces consists of two departments: a central customer service center focusing on the end customer and a distribution partner service, which is responsible for the sales force advisors. There are numerous overlaps between the two service organizations, which in the past were difficult to map in terms of IT and processes. There was also a lack of a direct connection to the backend of all applications used. Swiss Life Germany has now mastered these challenges with ConSol CM.

ConSol's solution has put Swiss Life Germany’s sales and service organization on a solid and future-proof foundation and has established a uniform application across all teams. It is easy and intuitive to use and has interfaces to the backend so that processes are designed more consistently. "With ConSol CM, we have made our service organization fit for future requirements, such as new business models," explains Jens Marquardt, Sales Service Director at Swiss Life Germany. "This includes simple and flexible process organization, which we are now implementing in our service with ConSol CM. The application can be operated without training effort, can be easily integrated into existing infrastructures and offers a 360-degree view of customers, products and processes."

ConSol Field of Application

Sales & Lead Management

Customer Service


Swiss Life Deutschland




ConSol CM

Wrap up

ConSol CM maps the partially overlapping processes of two different service organisations at Swiss Life. In addition, there is a direct connection of all applications used to the backend.


  • Central application for two organisations
  • Workflows without media discontinuity
  • No more loss of information between teams
  • Modernisation for new business models