Inside-out and Outside-in: Unlocking operational efficiency and improving customer service

BSG worked with a leading South African health insurer to improve member and provider experiences and accelerate self-service solutions through an insight-led, customer-centric approach.

overview of the clients needs
  • Improve the member and provider experience across prioritised customer journeys
  • Manage costs by reducing the high volume of expensive service calls and emails received from members and providers
  • Iteratively release member, provider and operational value through continuous improvements in self-service digital solutions
  • Identify and define operational, member and provider issues driving high call and email volumes occurring during hospitalisation and claims interactions
  • Design and implement appropriate customer-centred solutions to improve experiences for members and providers, while reducing cost-to-serve
  • Increase control and the potential of success through a structured approach to governance 
  • Ensure clear return-on-investment (ROI) definition and measurement for each solution implemented
  • An estimated R500 million saving in servicing costs by reducing email and call service volume and identifying opportunities for new business
  • Improved member and provider experiences measured through customer effort scores and satisfaction surveys

Improving operational efficiency and customer experience through insight-led, customer-centric solution design and implementation 

Do you want to align your IT and Business strategies to streamline your CX?

Let our customer and strategy specialist consultants help you align your Business and IT strategies, creating a more seamless customer experience at all points of the customer journey.

Related Case Studies

Contact Us

We love talking about change. If you've been inspired by anything you've read here, please get in touch.

Not readable? Change text. captcha txt
Unlocking operational efficiency and improving customer service