Case Study

SPS as a long-term partner for top customer service

  • Challenge

    • Telephone and administrative support since 2001
    • Client is a large German health insurance company
    • Objectives: top customer service, round-the-clock availability, easing the burden on the internal customer service team, optimal scaling of staff deployment
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  • Solution

    • Telephone support for the head office, email processing, implementation of customer service surveys and data management
    • Additional implementation of large-scale customer satisfaction analyses (NPS analyses) since 2019 as a basis for reorganization to improve the customer experience
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  • Benefits

    • Easing the burden on the insurer's core organization
    • Economic benefits through unit cost accounting
    • Efficient processes thanks to state-of-the-art technology
    • Ability to cover higher call volumes
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