Zurich Insurance Group Selects Celonis to Accelerate Digital Transformation and Improve Customer Experience

Leading insurance company deploys Celonis to set new standards for an improved customer journey while simplifying and digitizing core processes

ZURICH, MUNICH and NEW YORK, March 3, 2022 – Celonis, the global leader in execution management, and Zurich Insurance Group (Zurich), a leading global multi-line insurer, today announced a collaboration to accelerate Zurich’s journey to become a truly customer-centric and data-driven business.

The insurance industry is undergoing fundamental change, and a seamless customer experience is critical for carriers to succeed in the market. To help achieve the insurer’s goal to simplify and gather relevant insights to steer better business outcomes, Zurich is leveraging the Celonis Execution Management System (EMS) to identify and eliminate inefficiencies and improve processes as well as overall performance.

With the real-time and data-driven insights into key processes that the Celonis EMS provides, Zurich will benefit from simplification and digitization of core processes across the entire customer journey: customer onboarding, customer service, collection management, financial reporting, procurement efficiency and more, as well as cross-functional processes. 

Furthermore, Zurich is working with Celonis to set up a dedicated Center of Excellence (CoE) to further accelerate its transformation. The CoE will create value across all business processes including claims, IT transformation, finance, procurement, HR, customer service and more. It combines enablement support, professional services and value advisory for regional organisations, a dedicated product engineering team, and a trained customer support team to provide around-the-clock expertise and innovation.

Ericson Chan, Group Chief Information and Digital Officer at Zurich, said: “We are transforming our business to ensure we meet our customer’s needs now and in the future. Improving and simplifying our core processes is critical in this journey. As such, gathering every detail around our business processes with the help of the Celonis EMS gives us greater insights and allows us to further enhance the customer experience.”

“We’re excited to be supporting Zurich achieve its goals within its transformation journey and customer-centric focus, and intend to make Zurich a lighthouse Celonis EMS client,” said Bastian Nominacher, Celonis co-founder and co-CEO. “We’re thrilled to collaborate with Zurich to help shape the future of customer experience and their overall digital transformation journey. Processes are at the heart of every business. Reducing complexity and agility within processes are what drives real business transformation. We look forward to continuing to innovate with Zurich." 

About Celonis

Celonis helps organizations to execute on their data. Powered by its market-leading process mining core, the Celonis Execution Management System provides a set of applications, a developer studio and platform capabilities for business executives and users to eliminate billions in corporate inefficiencies, provide better customer experience and reduce carbon emissions. Celonis has thousands of global customers and is headquartered in Munich, Germany and New York City, USA with 16 offices worldwide.

© 2022 Celonis SE. All rights reserved. Celonis and the Celonis “droplet” logo are trademarks or registered trademarks of Celonis SE in Germany and other jurisdictions. All other product and company names are trademarks or registered trademarks of their respective owners.

About Zurich Insurance Group 

Zurich Insurance Group (Zurich) is a leading multi-line insurer that serves its customers in global and local markets. With about 56,000 employees, it provides a wide range of property and casualty, and life insurance products and services in more than 210 countries and territories. Zurich’s customers include individuals, small businesses, and mid-sized and large companies, as well as multinational corporations. The Group is headquartered in Zurich, Switzerland, where it was founded in 1872. The holding company, Zurich Insurance Group Ltd (ZURN), is listed on the SIX Swiss Exchange and has a level I American Depositary Receipt (ZURVY) program, which is traded over-the-counter on OTCQX. Further information about Zurich is available at www.zurich.com.