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
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