{"id":43920,"date":"2024-02-02T13:01:42","date_gmt":"2024-02-02T13:01:42","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=43920"},"modified":"2024-02-02T13:02:18","modified_gmt":"2024-02-02T13:02:18","slug":"benenden-health-transforms-member-experience-with-cutting-edge-cloud-platform","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/benenden-health-transforms-member-experience-with-cutting-edge-cloud-platform\/","title":{"rendered":"Benenden Health Transforms Member Experience with Cutting-Edge Cloud Platform"},"content":{"rendered":"<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-43924\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/02\/benenden-case-study-1.jpg\" alt=\"Benenden Health case study by Sabio\" width=\"598\" height=\"337\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/02\/benenden-case-study-1.jpg 598w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/02\/benenden-case-study-1-300x169.jpg 300w\" sizes=\"(max-width: 598px) 100vw, 598px\" \/>\n<p><strong>Benenden Health, a not-for-profit healthcare mutual, has transformed its member experience through a cloud-based digital transformation project with Sabio Group.<\/strong><\/p>\n<p>Powered by Genesys Cloud and supported by Sabio, Benenden\u2019s solution equips them with next-generation capabilities to connect with members across digital channels and deliver a more personalised, efficient service.<\/p>\n<p>Founded in 1905, Benenden offers affordable healthcare cover to over 860,000 members. As the organisation has expanded, its member base has grown more diverse \u2013 now spanning wider age groups and incorporating more corporate customers.<\/p>\n<p>To adapt to changing member needs, Benenden sought to upgrade its customer contact infrastructure. Goals included supporting multi-channel engagement, tapping member data for personalisation, and integrating systems across the business to smooth hand-offs.<\/p>\n<p>After selecting Sabio Group as its transformation partner, Benenden implemented the Genesys Cloud CX platform, consolidating interactions whether via phone, email, chat, text or social media and providing a unified member view.<\/p>\n<p><strong><a href=\"https:\/\/go.sabiogroup.com\/uk-benenden-health-digital-transformation.html?utm_source=website&amp;utm_medium=news&amp;utm_campaign=2024-01-ukco-benenden-health-digital-transformation\" target=\"_blank\" rel=\"noreferrer noopener\">In a recent case study published by Sabio<\/a><\/strong>, Benenden Health can now roll out digital innovations to match member preferences.<\/p>\n<p>Early results have validated Benenden&#8217;s cutting-edge CX strategy, with the healthcare provider reporting:<\/p>\n<ul role=\"list\">\n<li role=\"listitem\" aria-setsize=\"-1\" data-aria-level=\"1\" data-aria-posinset=\"1\" data-font=\"Calibri\" data-leveltext=\"-\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Calibri&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-listid=\"2\">Member satisfaction scores have climbed above 8.8 out of 10<\/li>\n<li role=\"listitem\" aria-setsize=\"-1\" data-aria-level=\"1\" data-aria-posinset=\"2\" data-font=\"Calibri\" data-leveltext=\"-\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Calibri&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-listid=\"2\">73% of new members now join through digital channels<\/li>\n<li role=\"listitem\" aria-setsize=\"-1\" data-aria-level=\"1\" data-aria-posinset=\"3\" data-font=\"Calibri\" data-leveltext=\"-\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Calibri&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-listid=\"2\">Advisors have more time to resolve complex issues<\/li>\n<li role=\"listitem\" aria-setsize=\"-1\" data-aria-level=\"1\" data-aria-posinset=\"4\" data-font=\"Calibri\" data-leveltext=\"-\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Calibri&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-listid=\"2\">Data sharing between the society and hospital enables better coordination<\/li>\n<li role=\"listitem\" aria-setsize=\"-1\" data-aria-level=\"1\" data-aria-posinset=\"5\" data-font=\"Calibri\" data-leveltext=\"-\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Calibri&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-listid=\"2\">Moving to the cloud has reduced IT costs and eliminated dependency on legacy systems<\/li>\n<\/ul>\n<p><strong>David Spencer, Senior Project Manager at Benenden Health, said<\/strong>: \u201cWorking with a specialist CX partner like Sabio has given us the insights needed to optimise our Genesys Cloud deployment.<\/p>\n<p>\u201cInnovations such as the Benenden Health App and our chatbot will help to grow our self-service capabilities and these interactions are fully integrated with our core Genesys platform so that our advisors always have visibility of the full, end-to-end member journey.<\/p>\n<p>\u201cIt\u2019s this consistent access to the right data and insights that\u2019s helping us to deliver an improved performance for members \u2013 while also helping us to make informed choices when it comes to considering future changes and what\u2019s going to have the best impact for the business.\u201d<\/p>\n<p>With its new omnichannel approach, Benenden Health is poised to continue adapting as member expectations evolve \u2013 ensuring the mutual remains an affordable, accessible healthcare option now and into the future.<\/p>\n<p><strong>About Sabio<\/strong><\/p>\n<p><a href=\"https:\/\/www.sabiogroup.com\/\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" loading=\"lazy\" class=\"alignright wp-image-32270 size-full\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/04\/sabio-logo.jpg\" alt=\"Sabio\" width=\"223\" height=\"68\" \/>Sabio Group<\/a>\u00a0is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India.<\/p>\n<p>The Group, which includes \u2018makepositive\u2019, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.<\/p>\n<p>Through its own technology, and that of world-class technology leaders such as Avaya, Genesys, Verint, Twilio, Google, Amazon and Salesforce, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.<\/p>\n<p>The Group works with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, loveholidays, Marks &amp; Spencer, Rentokil, Essent, GovTech, HomeServe, Sainsbury\u2019s Argos, Telef\u00f3nica, Think Money and Transcom Worldwide.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Benenden Health, a not-for-profit healthcare mutual, has transformed its member experience through a cloud-based digital transformation project with Sabio Group..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/43920"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=43920"}],"version-history":[{"count":8,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/43920\/revisions"}],"predecessor-version":[{"id":43930,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/43920\/revisions\/43930"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=43920"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=43920"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=43920"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}