Success Story Wüstenrot & Württembergisch Group

Everything from a single source in the future.

#STORY

The Wüstenrot & Württembergische Group, W&W for short, is a financial group that offers its customers the four building blocks of modern provision: fuse protection, home ownership, risk protection and asset accumulation. The group was formed in 1999 from the merger of the companies Wüstenrot and Württembergische. The focus is on the business areas of "living", "insurance" and "brand pool" with the direct insurer Adam Riese pension solution for around six and a half million customers.

Thanks to a wide network of cooperation and partner sales as well as brokers and direct activities, the W&W Group has a very wide reach in Germany. Through growth, the group has developed into one of the largest and most customer-strong financial service providers in Baden-Württemberg.

As a result of the merger, the personal master data was available in different systems. The data has already been merged here in two systems. Until 2017, the partner data was managed by operating two operative partner systems. However, this also brought with it the challenge that the customers and partners of the two business areas were in different systems. In addition, the data was often incorrect or incomplete, so that a reliable combination was hardly possible. The data was maintained in the individual systems according to different technical specifications and interests. There were different technical limitations.

Above all, this made it difficult to get a 360-degree view of the Group's customers and partners. The data quality standards were correspondingly inconsistent and involved increased effort. Cross-selling potential was missed. The formation of a group-wide W&W partner was prevented. In total, the view of the overall commitment - mediated by the sales of the two business areas - was restricted.

Several ideas to implement a central group partner system were not implemented due to the costs and risks.

The basis for a group-wide unified database was a comprehensive database that was constantly growing. Meaningful analyzes should be drawn from the data, but in order to arrive at "smart data", the data first had to be summarized. Customer insights or so-called 'Golden Records' had to be created.

The creation of Golden Records supports companies in obtaining an operationally usable and comprehensive customer view of the clients. Data sets are summarized and can be enriched if desired, so that a 360-degree view of the customer is possible. This view enables precise analyzes and targeted customer communication.

How data becomes customer insights.

#SUCCESS

With the use of the Customer Data Hub at W&W, around 30 million master data have been checked and merged so far. The technical system connection was made via the existing middleware MQSeries. The Customer Data Hub (CDH, as the central component of the solution in smart MDM) connects to this middleware on the one hand, and the source systems on the other, so that there is a central connection between the CDH and the data. The Customer Data Hub itself is operated locally by W&W, secured by a managed service from Uniserv with additional services such as maintenance and updates.

The renewal of the system and application landscape within the group brought with it additional changes in the storage of partner data. A new central system was created through the use of the CDH. New core systems with new partner systems are created within the system landscape. In addition, the possibility was created to flexibly connect other systems (e.g. systems of the individual companies, existing systems with integrated partner components or systems with specific requirements) if required. Partner data from different systems can be managed in the CDH. The use of the Customer Data Hub supports the consolidation of different data - a central aspect when deciding on a partner system. On the other hand, the use of an MDM system offers the possibility of consolidating the partner data independently of the system and keeps the freedom to choose future systems. With the CDH from Uniserv, W&W has not and will not be dependent on any manufacturer.

With the consolidated observation, a uniform view of the customers was created within W&W, based on consistent data quality and thus reliable data - an essential basis for digitization. In this way, W&W is now able to provide the best possible support for the customer journey across all customer contact points.

About W&W

Created in 1999 from the merger of the two traditional companies Wüstenrot and Württembergische, the W&W Group today develops and brokers the four building blocks of modern provision: fuse protection, home ownership, risk protection and asset accumulation. It combines the business areas of housing, insurance and brandpool as equally strong pillars and in this way offers every customer the pension solution that suits them. The W&W Group relies on omnichannel sales, which ranges from its own sales force to cooperation and partner sales and brokerage activities to digital initiatives. Around 13,000 people currently work in the office and in the field for the listed group based in Stuttgart.

More information on www.ww-ag.com

Wüstenrot & Württembergische Group

Consolidated data view with customer insights.

Everything from a single source in the future.

Central master data instance.

How data becomes customer insights.

About W&W