Helsana Digital Transformation Initiatives

About the Customer

Helsana AG, headquartered in Dübendorf, is a major Swiss health insurance company. The company claims to have nearly 1.9 million customers insured and a revenue of 6.4 billion Swiss Francs, which would make it the largest health and accident insurer in Switzerland.

Scope and Challenges

The company’s digital strategy integrated innovative services that enabled its more than 1.9 million customers to submit claims and doctors’ invoices using their mobile devices. However, their employees and agents were still submitting IT service requests by email or telephone.

Additionally, their service desk agents were capturing, assigning, and processing requests using cumbersome forms and manual approval processes. Helsana needed an automated and seamless approach to simplify service request submissions and free up time for service desk agents, so they could better focus on more important tasks.

Outcome and Implications

In 2017, within six months of implementation, 60% of all requests were being submitted through the app, reducing service desk calls by 20% and allowing the staff to accommodate an expanding workload.

The number of manual forms has been cut in half, making it faster and easier to submit requests and obtain status updates and the automated approval workflow for supervisors and managers slashed approval time by more than 70%.

Quotes

“BMC Digital Workplace extends the power of digitization and automation to our service desk. That means higher-quality service for our employees and agents and enhanced productivity for the service desk.” - said Viradeth Manixab, IT systems management, Helsana.