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

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

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