Our client hkk is one of the most affordable public health insurers in Germany. Thanks to the continuous process optimisation, hkk's administrative costs are well below the industry average.
The starting point
The administration of large quantities of paper combined with the decentralised nature of the branches made it necessary to digitise incoming correspondence, especially during the COVID-19 pandemic.
The task
In order to drive the end-to-end digitalisation of the organisation, hkk wants to automate its business processes, reduce processing times and avoid media disruptions. This applies not only to communication with customers, but also to correspondence with employers and healthcare service providers. This requires the development of a standardised input management platform for all input channels.
The solution
The software solution NOVO CxP by inovoo is able to form a central platform for all communication channels such as telephone, letter, fax, email and digital data flows. NOVO CxP analyses senders, recognises and extracts content, processes emails with the content data obtained according to specific rules and archives them in a legally compliant manner. Incoming mail and information is thus processed automatically and on a same-day basis.
The result
All incoming mail (faxes, emails, letters, etc.) is now processed by the NOVO CxP platform, across all departments and branches. Thousands of documents and hundreds of emails are automatically processed and distributed every day with the help of robotics and AI, which
significantly reduces processing times. The customer service of hkk also benefits from the solution and can now provide information about procedures much more quickly.
At a glance
Incoming mail is processed fully automatically. This means that manual sorting is no longer necessary and processing times are greatly reduced.
Implement modern technologies in a targeted and efficient manner - with the clever NOVO CxP software solution from inovoo.
Thanks to the seamless integration of BITMARCK 21c|ng, content data is automatically exchanged with the existing system after classification and tasks are created.
DR. ZOLTAN FIALA
CDO, Head of IT & Infrastructure Management | hkk Krankenkasse
"We offer our customers above-average service with low contribution rates. This can only be achieved through highly efficient administration, to which inovoo's automation software makes an important contribution. The automated processing of our customer communication reduces time and costs. In addition, we increase our customer service and this also contributes to our growth."
