Smart Customer eXperience for health insurance company

Smart CX in practical use at IKK classic

IKK classic is the leading health insurance company in the trade sector and one of the largest health insurance companies in Germany.

Based in Dresden, the health insurance company serves more than three million insured persons and over 400,000 employers. It relies on a modern mix of personal advice in around 160 service centers as well as telephone and digital contact channels.

The integration of the Smart CJM solution has increased customer and employee satisfaction and improved the quality and efficiency of customer advice.

The way to the goal

1. Starting Point

The nationwide health insurance company IKK classic comprehensively analyzed customer flows. The different requirements in the various regions were considered in terms of visitor frequency, always with a view to increasing customer and employee satisfaction.
There was an increased number of visitors, particularly in conurbations, where the high visitor frequency was not satisfactory from a customer and employee perspective. This resulted in two problems, particularly in the busy service centers: The waiting time for visitors increased and employees had no opportunity to prepare for individual customer requests.

2. Solution IKK classic selected the Smart Cititzen eXperience solution. Customers can now use the app and website to make appointments online at all 160 service centers. During the appointment booking process, the desired services can be selected at the desired location and on the desired day. Self-service terminals have been placed in the entrance area of selected service centers. These offer customers the option of a quick and uncomplicated registration process with integrated waiting ticket issue in paper form or on a smartphone. Employees are shown a structured overview of all queues and services for waiting customers. Only after preparation for the respective appointment is the call made.

3. Goals Achieved The difficulties in the waiting area caused by high visitor numbers have been significantly reduced, resulting in a better consulting atmosphere. Precise monitoring of waiting times and the live situation enables needs-based deployment planning, which has a very positive effect on customer and employee satisfaction. Employees particularly appreciate the ability to call customers only after they have been successfully prepared, allowing them to provide targeted advice. This leads to an improvement in the quality and efficiency of conversations.

All at a glance

Header IKK

Überblick zum Einsatz von Smart CJM Customer eXperience bei der IKK clasic.

CHALLENGE

In urban centers, the desired positive customer experience could not be offered consistently due to the occasional or sometimes permanently high volume of customers. To improve the customer experience, online appointment scheduling should be implemented and visitor flows should be managed in selected service centers. Employees should be offered preparation time before the start of appointments.

SOLUTION

After analyzing the requirements and in intensive dialog with IKK classic, the following solutions were implemented:

Smart Citizen eXperience
Smart online appointment booking
Smart terminal for taking tickets for spontaneous customers, for booking daily appointments / for appointment check-in
Smart digital signage screesn in the waiting area

ADVANTAGES

Both customer and employee satisfaction have improved. Employees use the time before booked appointments for preparation, which has improved the quality and efficiency of customer advice. Thanks to monitoring, scheduling is predictable and situational

Smart CX in practical use at IKK classic

The way to the goal

What our customers say

All at a glance

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