Sitecore Experience Awards 2018

Complete platform rebuild leads to mobile responsiveness and an increase in self-service.

Bupa is the largest health insurer in Australia, providing health insurance services and products to more than 6 million customers in Australia and New Zealand, and more than 32 million worldwide.

The company has millions of members on its myBupa website. Since its go live in 2017, myBupa has seen 2 million logins, and more than 600,000 transactions processed each month. This new level of customer engagement has led to a significant drop in call centre volumes, with a 10.3 per cent reduction year on year, equating to 17,000 calls annually.

As a result of a 16-month program, Bupa Digital completely rebuilt the myBupa site, which is a self-service website for members. The new site is based on Sitecore Experience Platform 8.2, which natively supports Microsoft Azure services.

Industry

Healthcare

Region

Asia-Pacific

Country

84,000 employees