ZURICH:
Customer Experience with D365 CE
Digital Modernization of a Global Insurer
Founded in Switzerland in 1872, Zurich has become one of the most experienced and established insurers in the world. With around 55,000 employees globally, the company offers a wide range of products and services and has operated in Brazil since 1984. Over the years, Zurich has specialized not only in offering insurance but also in delivering personalized, efficient services focused on providing a differentiated customer experience through simplified processes and agile service.
Starting in 2018, Zurich began its digital transformation journey in Brazil by adopting Microsoft Dynamics 365 as the central platform for new systems that would positively impact several areas of the organization. This initiative reflects the insurer’s commitment to innovation, adapting to market changes, and responding quickly to new demands from clients and partners.
Challenge: Unify Processes and Gain Operational Efficiency
Zurich faced the challenge of modernizing and integrating various processes that were previously fragmented or reliant on standalone systems. The goal was clear: create more efficient workflows, centralize information, and automate operations—especially in a highly regulated and competitive sector like insurance.
The first step was to improve the internal and external service model, enabling policyholders, brokers, and employees to easily access services and support, while enhancing control over the entire commercial operations cycle. It was also essential to integrate large business quote requests and complex operations, as well as consolidate customer service tools into an omnichannel platform.
All of these challenges required solutions that offered scalability, automation, and real-time visibility of operations, promoting more strategic and efficient performance.
Solution: Strategic Implementation of Dynamics 365 Across Multiple Fronts
Zurich began its transformation by launching Z-Chamado, a system integrated with Dynamics 365 that enables policyholders, brokers, and employees to open tickets directly through the Zurich Portal or automatically via departmental email inboxes. This system is now used company-wide by around 1,500 employees in Brazil, acting as a second-level support within the Call Center when immediate resolution isn’t possible.
Next came the development of the Commercial CRM, also based on Dynamics 365, which allowed Zurich to systematically structure its commercial hierarchy. The tool supports segmented access profiles, business unit management, team and broker production tracking, sales pipeline and goal monitoring, and scheduling and reporting of broker visits—fully integrated with the Outlook calendar. The CRM is also accessible via mobile, enhancing agility for field managers.
The next step was creating the Workflow Underwriter, a system that enables input, control, and monitoring of quote requests for complex business lines. It automatically integrates broker emails into Dynamics and was later fully integrated with the Commercial CRM, ensuring simultaneous updates across both systems. In 2021, the Workflow was connected to Zurich’s global underwriting system, Z-Horizon, also implemented in Dynamics 365, further consolidating process unification.
The most recent innovation was Z-Atende, an omnichannel Call Center interface that centralizes support via chat, WhatsApp, and voice. It includes chatbot and official WhatsApp integration with the Zurich Portal and Avaya IVR for voice support. Z-Atende links directly to Z-Chamado, automatically creating second-level tickets when needed, and features native and custom dashboards via Power BI for Call Center operations monitoring. Additional tools like AI sentiment analysis, agent transfers, and conversation monitoring were added to improve service quality.
Results: Efficiency, Integration, and Strategic Visibility
The implementation of Dynamics 365 brought significant benefits to Zurich. The creation of Z-Chamado led to faster request resolution, improved employee productivity, and a structured support flow now used company-wide. With the Commercial CRM, Zurich centralized and systematized commercial operations, enhancing visibility and control over the entire sales cycle while strengthening relationships with brokers and clients.
With the introduction of Workflow Underwriter, quote requests are now handled much more quickly and transparently, with full integration between CRM, Workflow, and the global underwriting system. This created a seamless experience for both the commercial team and brokers, reducing response times and improving service quality.
Z-Atende revolutionized customer service by consolidating all contact channels into a single omnichannel interface, increasing Call Center efficiency and responsiveness. This approach has also expanded to specific claims operations, such as extended warranty support offered by partner retailers.
According to Idevar Gonçalves de Souza Junior, Zurich’s Systems Manager, Dynamics 365 was essential for improving insurance production management and centralizing operational visibility, previously fragmented across multiple systems. He also noted that the evolving CRM foundation and native integrations were key to the success of these implementations, creating significant value for Zurich’s IT and business areas.
In this way, Zurich consolidated its digital transformation with robust, integrated solutions that not only modernized its processes but also increased innovation capacity and responsiveness to the market.