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Bupa Australia is a health and care company committed to helping customers live longer, healthier, happier lives. Services include aged care and retirement, dental, optical, health insurance, and community wellbeing initiatives, to improve the health of all Australians.
Challenge
- Through the Know-it knowledge base system, ensure front-line staff have the resources to provide sensitive, personalized information to customers
- Help call center staff manage and navigate rigorous and complex health insurance regulations
- Give customers who are under health-related stress, fast accurate, relevant information
- Mitigate risk of inaccurate information which impacts customer satisfaction, cost and brand reputation
Solutions
- Sitecore Experience Platform (XP)
- Sitecore Experience Database (xDB)
- Sitecore Experience Manager (XM)
- Sitecore Experience Analytics Tools (xAnalytics, Path Analyzer, xProfile)
- Integrations include:
- MS Azure
- MS PowerBI
Results
- Delivered a tailored, innovative approach to content management, analytics and navigation for the existing Know-it knowledge system
- Enabled fast, simple and accurate access to relevant health information
- Intelligent workflows and filtering quickly presents information pertinent to each customer enquiry
- Ensured automated content-checking content is regularly verified and updated
- Provided more time and space to build better customer relationships
- Provided more time and space to build better customer relationships
