How VGZ is Combining Radical Digital Transformation with ...€¦ · Radical Digital Transformation...

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How VGZ is Combining Radical Digital Transformation with Superior CX at Lower Costs

Chris van der Laan / Chief Tech Jeroen Görtzen / Mission Leader App Health insurance Cooperation VGZ

VGZ and the road to achieve digital leadership at lower cost

Superior digital self service with the VGZ health insurance app

Key learnings and next steps

1 2 3

VGZ and the road to achieve digital leadership at lower cost

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H

L

Customer experience

Costs

Organisation• Dedicated agile teams on parts of the Customer Journey• Collaborating in BusDevOps teams• Commited by Senior Management

Product• Radical product simplification

Service• Fueled by a Digital channel strategy

Requires radical transformation on

Inbound service contacts

Digital self service first

Digital support second

WebcareChat

Mijn VGZ App Chatbot

Personal attention last

Whatsapp

VGZ.nl

Telefoon Videochat

Facebook Messenger

Post E-mail

Else

Co-Browsing Mutatie Service

VGZ AppsSuperior digital self service with the VGZ health insurance app

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White label: one app for all brandsPowered by Mendix

OS

Cordova

Mendix

OneGini

With new technology we make daily healthcare matters extremely simple and surprisingly relevant on mobile devices

Our mission

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Coöperatie VGZ |

1st of January 20182019

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”Nearly 100% of innovationis inspired not by market analysis, but by peoplewho are supremely pissedoff by the way things are”Tom PetersBestseller author of management books

NumbersClaims with the app Registrations

+

85% experiences little to very little effort

Over 40.000 reviews

CES

+0

20000

40000

60000

80000

100000

120000

140000

160000

Januari Februari Maart April Mei Juni Juli Augustus September Oktober November December0

100000

200000

300000

400000

500000

600000

Januari Februari Maart April Mei Juni Juli Augustus September Oktober November December

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Think Big, Start SmallLearning 1

ComplexCustomerProcess

Non-complex CustomerProcess

Heavy use Light use

Web[Responsive]

1. App2. Web[Responsive]

1. Web [Responsive]

2. App

Focus domain app

Positioning app as a digital channel

Web[Responsive]

Think Big, Start Small

• The vision is an app to take care of daily health (insurance) related tasks

• MVP focussed on ‘Claims’ for fasttime-to-market

• Iteratively add customer value bydelivering new features

Dare to work together, without waterfall

Learning 2

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Dare to work together, without waterfallWorking together to deliver customer valuefast, no traditional waterfall ‘waiting’

Example: Finding your healthcare professional with a contract. This went live in threemonths with close collaboration of CMT’s(KMT’s) and Building Blocks

Involve all team members with customer interaction

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Learning 3

Everyone a marketeer!

IT next to the customer

Always check yourpersonal assumptions

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Learning 4

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Key learnings and next steps

Key learnings

• Clear problems to solve (why)

• Stick to design principles

• Integrate business and IT

• Data — fact based

• Agile implementation

• Performance challenges

• Engage team members duringthe entire transition

Results

• 2019: growth 200k

• Higher Customer Satisfaction

• 12% call reduction

• Higher employee satisfaction

Next steps…

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Questions

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