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