Sitecore Experience Awards

VGZ

SEA category: Most impactful human connections in a changing world
Project brief

More customers, greater market share, and reduced costs are some of the results VGZ, one of the largest Dutch health insurance companies, reaped from a more customer-centric digital experience.

About

VGZ

Financial Services

Products

XP

XM

CHALLENGE

Create sustainable customer relationships to understand needs

  • Enable better health outcomes
  • Establish a digital on-demand connection with customers
  • Fulfill the promise of being easy to understand, clear and accessible
  • Reduce costs, digital complexity, and volume of calls hitting the contact center
  • Rectify a diverse digital marketing ecosystem with disconnected tools and high support costs and skills requirement
  • Reverse slow time to market and drain on valuable skills and resources
SOLUTION

Solutions used

OUTCOME

Delivered an omnichannel experience by connecting sites, apps, portals

  • Increased customers by 5% and market share by 1%
  • Decreased visitor website exits by 25% and bounce rate by 20%
  • Raised NPS from four to seven
  • Reduced monthly costs by around €20K
  • Cut time to market and time to launch new initiatives to less than three weeks
  • Saved time and money by merging B2C and B2B
  • Enabled VGZ to quickly respond online to COVID-19 with information, messages, functionalities, new sites
See the project
Everything will be arranged quickly with this insurance company. The site and app are very clear and easy to use.

Customer feedback

Macaw

Macaw

Challenge accepted
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