BKK Faber-Castell & Partner is a public health insurance organisation. The number of clients has risen massively, especially in recent years. Currently, more than 76,000 people are insured with BKK Faber-Castell & Partner.
The starting point
Customers can become a member of BKK Faber-Castell & Partner online. However, the website is not linked to the core system BITMARCK 21c|ng and the specialised processes. Data processing is completely manual, complex and time-consuming.
The task
Communication with insurees is to be made more efficient and effective. The online application, including customer data, photographs and documents, is to be transferred automatically and without media disruptions from the website to specialised systems.
The solution
The NOVO CxP software solution by inovoo is able to automate the "online membership declaration" process and integrate membership declarations directly into BITMARCK 21c|ng and to initiate and finalise subsequent steps in the BKK Faber-Castell & Partner system environment.
The result
All online requests are processed by BKK Faber-Castell & Partner via the intelligent NOVO CxP system, which processes them in an automated procedure. This has significantly improved the health insurance organisation's customer service. In addition, employees are less busy and processing times and costs for creating a new member are significantly reduced. The manual workload has been significantly reduced. BKK Faber-Castell saves around 80% of its processing times and thus achieves a high level of dark processing.
Additionally, BKK Faber-Castell & Partner uses NOVO CxP to automatically process various document types, such as incapacity certificates and family questionnaires.
At a glance
All relevant data is automatically forwarded to the corresponding system and each individual document is archived in the standardised PDF/A format in a legally compliant manner.
With the help of automated processing, shorter processing times are achieved, which also increases customer satisfaction.
With the seamless integration of BITMARCK 21c|ng, contact history entries and tasks are automatically created.
MATTHIAS EFFHAUSER
Head of Market & Sales | BKK Faber-Castell & Partner
"Our customers benefit from the new automation - For example, they can now enter data online, upload their photo quickly and don't have to wait long. In turn, our employees save around seven minutes in processing the application, as manual entries are no longer necessary."
