Bupa Global: Building a Healthy Partnership in Customer Experience


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

Creating a Proactive Customer Experience Strategy | Case Study | Confirmit Testimonial

Bupa Global is the international health insurance division of Bupa. The company provides customers who want premium international coverage with products and services to access the healthcare they need anytime, anywhere in the world, whether at home or abroad.

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The Bupa Global team decided to move beyond purely listening and into the realms of driving action to enable real change. They defined an ambitious plan to move forward and key targets were put in place to measure and manage success.

Working closely with Confirmit, Bupa Global has built a solution that enables;

  • A clear, single view of all ongoing customer surveys
  • One-click access to customized interactive dashboards
  • Easy-to-read dashboards tailored to suit business requirements
  • Access to live customer comments and text analytics

In this case study, you’ll learn how Bupa has harness Confirmit’s customer experience solutions to:

  • Deliver 7.8% and 3.5% reduction in lapse rates for the two most popular products
  • Provide access to VoC data to over 100 employees across Bupa Global
  • Raise and resolve 2,700 cases via Confirmit Action Management
  • Drive NPS increases of 6.2 points in Claims Management and 6.7 points in Customer Service in 2017

"When it came to deciding who to work with on this huge program, a lot of it was about the people. We felt that we could have an open, collaborative partnership with the Confirmit team which was vital in such a critical project. The way we have worked with Confirmit isn’t the sort of vendor/client relationship we’d have had with other technology providers, it’s about partnering for success."
- James Elliott, Head of Operational Support, Bupa Global

 


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