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Challenge_1

Challenge

  • Totally reinvent customer service using the myBupa portal to provide greater personalisation and choice
  • Increase customer satisfaction
  • Deliver mobility services through myBupa portal

Solution_2

Solution

  • Sitecore® Experience Platform™ (XP) (v8.2)
  • Microsoft Azure (PaaS)
  • Sitecore® Experience Database (xDB)
  • Sitecore® Experience Accelerator™ (SXA)

Result_3

Result

  • Four point increase in Net Promoter Score
  • 10.3% reduction in call centre volumes
  • 1.5 million customers on the myBupa app platform
  • 600,000 transactions on myBupa per month
  • 15% increase in returning members
  • 22% decrease in bounce rates
  • Up to 60% improvement in page response time

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