DEVK: Offering Best-in-Class Service With Self-Service Portal for Customers
DEVK, with headquarters in Cologne, is one of the largest insurance companies in Germany: the fourth-largest in terms of household policies, the fifth-largest automobile insurer, and the seventh-largest liability insurer; the company is responsible for some 13 million insurable risks. With its roots dating back to the era of railroad social insurance, the DEVK offers special services such as professional liability policies. The company has 19 management centers and 1,220 branch offices throughout the country, as well as more than 2,300 independent insurance sales agents. About two years ago, the company began to analyze its sales processes and strategies to determine what developments would be needed for the next decade, and which existing systems would be viable in the future. The analysis showed that DEVK operated an extremely heterogeneous system environment: There was a specific application for just about every task.