CM’s flexible contact center gives members easier access to healthcare insurance

Summary

Making healthcare insurance more accessible takes a reliable, flexible contact center. Christelijke Mutualiteit (CM) partnered with NTT DATA to implement a Genesys Cloud solution, giving agents better tools and members more ways to connect — while keeping everything running smoothly.

A reliable contact center to offer members personal support

CM supports its members with everything from healthcare reimbursements and advice to practical help and life insurance benefits. They aim to make healthcare accessible to everyone in a simple and effective way. To do this, all 4.5 million members must be able to contact the health insurance fund whenever and wherever they need assistance. The contact center must always be available and ready to support members in Dutch or French.

CM centralized their services across Belgium and streamlined their network of physical offices, placing greater emphasis on their contact center. However, the legacy system was not stable enough to handle the workload of more than 30,000 calls and about 6,000 emails a day.

Despite being hosted in the cloud, the contact center lacked the full flexibility of a cloud-native solution. CM needed a reliable communications system that provided consistent call quality, faster performance and an easier way for employees to connect and collaborate.

The health insurance fund also wanted their members to be able to reach them through different channels, such as chat, web and social media. Many members prefer in-person conversations about sensitive healthcare matters, but this is not always feasible. As an alternative, CM wanted to make video calls an option, creating a more personal, sympathetic experience by allowing members to see the person they’re talking to.

Besides technology, CM was looking for a strong, hands-on partner that would work closely with their teams, offer flexibility and help them resolve any contact center problems quickly.

Implemented and supported a Genesys Cloud solution

NTT DATA’s relationship with CM started when we suggested a fallback for their legacy contact center. Within a week, we implemented a fallback Genesys Cloud solution, demonstrating our value and the benefits of a cloud-native platform. When CM later decided to move to a fully cloud-based contact center, we were awarded the public tender.

Over a period of six months, our local teams in Belgium worked closely with CM to modernize their contact center and implement a centralized Genesys Cloud solution that supports employees when they work from any office in the country or log in from home. Members can connect to the contact center in their preferred language and through the channel that suits them best, such as chat, the web or email.

Together with CM’s internal IT team, we developed a custom email management tool to help agents process the daily influx of emails quickly and efficiently. Training supervisors and administrators provided the knowledge they needed to onboard more than 1,000 agents with confidence.

Since the launch, NTT DATA has continued to provide cloud subscriptions, support and technical expertise, while CM’s internal team manages their day-to-day operations. Our partnership helps them resolve issues quickly and gives them the flexibility to scale services, modernize their customer relationship management (CRM) and integrate tools like AI in the future.

Flexibility and scalability through a comprehensive managed service over 6 months

The new contact center helps CM provide a higher standard of care for their members. Members benefit from faster, more personal service, while employees gain efficient tools and greater flexibility. Overall platform availability — including network and CRM systems — has risen, and number of priority-one incidents has dropped sharply, boosting reliability and performance. Together, these results enhance CM’s reputation for trust and respect and position the organization for continued innovation.

Sped up email responses

CM handles more than 100,000 emails a month. With the new solution, they reduced the handle time by two minutes — from 6 minutes and 30 seconds to 3 minutes and 40 seconds. They also improved their service-level agreement for responses.

Implemented change more quickly

CM can now implement changes without waiting for platform upgrades or maintenance windows. They have more control over their systems, and can make certain changes independently. Their new workforce management capability that helps them plan and adapt more effectively.

Improved member and employee experience

Members can now reach CM through their preferred channel, including new video and chat options. Initially, the video channel supported around 500 calls per month, and that number continues to grow. This flexibility gives members more accessible, high-quality ways to connect. The solution has also improved employee satisfaction since agents can easily navigate the system, and the number of support tickets has dropped significantly.

Greater efficiency and flexibility

By centralizing operations, CM has been able to better share the workload among all their agents, reducing bottlenecks, improving response times and improving agent satisfaction. The cloud-native platform also supports distributed and home-based work, offering employees more flexibility. This has also seen an improvement in agent satisfaction.

Controlled costs with the ability to scale

A flexible subscription model enables CM to scale capacity up or down based on demand, making resources available when needed while avoiding the expense of unused licenses. This has resulted in measurable savings.

Prepared for future functionality

The platform integrates seamlessly with existing systems and is ready for future CRM modernization. It also creates a foundation for introducing AI and speech technologies, such as transcription, in local languages.