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Better NPS target achievement thanks to new relationship management platform

Helsana wants to be a better company for the customer and thus increase the NPS (Net Promotor Score).

Watch the video

January, 2019

The NPS shows how popular a company is with its customers. With around 1.4 million customers and more than 800 sales and marketing measures every year, it is a challenge to inspire the individual. With the new relationship management platform on Microsoft Azure, Helsana can approach each individual customer in a targeted manner and according to their needs. In this way, the communication, as well as the company itself, is perceived more positively by the customers. At the same time, the new platform enables marketing to support sales and customer service more efficiently.

«With modern technologies, we achieve labour savings, as well as insights into previous misinterpretations of customer needs.»
Harald Roshardt Head of Customer Intelligence, Helsana Versicherungen AG

This was achieved

and supports the NPS goal achievement

 %

more efficient target group selection

New 5 minutes instead of 10 days

 sek

for lead distribution

to the different branches

 %

Completion rate

sales-oriented marketing measures

Harald Roshardt tells about the project

«There are many technically minded people, but it's the people that count. And I was only happy with them [the ipt experts].»
Harald Roshardt Head of Customer Intelligence, Helsana Versicherungen AG

Partner

Microsoft_Azure.svg Microsoft Azure

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