Benenden Health Modernises Service Delivery To Support Growing Demand

Overview

Founded in 1905 to help postal workers suffering from tuberculosis, Benenden Health is a not-forprofit organisation now focused on offering an affordable alternative to health insurance for only £12.80 per person per month. Benenden Health’s membership is growing, with an increase of almost 20,000 last year to some 867,400 members.

The Challenge

Benenden Health acknowledges the challenges faced by the NHS and the need for affordable alternatives to private medical insurance.

There was a growing demand for the team to engage with members over a broader mix of channels. The Benenden Health team recognised that it would also need to modernise its core business systems to make itself more efficient. Any new customer contact infrastructure platform investment would need to ensure that it was able to link better with Benenden Health’s other systems, control data more efficiently, and make the whole engagement process easier for members.

The Solution

Benenden Health engaged Sabio Group to deploy a cloud-based solution based on the Genesys Cloud CX platform. The Genesys Cloud solution helps to unify customer and agent experiences across phone, email, chat, text and social channels.

The Results

Since deploying its new Genesys Cloud platform, Benenden Health has freed itself from the operational
limitations of its legacy telephony and workforce optimisation systems