BKK Faber-Castell & Partner is a public health insurance organisation. The number of clients has risen massively, especially in recent years. Currently, more than 76,000 people are insured with BKK FaberCastell & Partner.
The starting point
BKK Faber-Castell & Partner would like to reduce manual effort in business processes, minimise throughput times and automatically analyse business process-relevant data.
In addition, personnel and material costs are to be reduced. The health insurance organisation's specialist departments process various customer documents on a daily basis, around 200,000 pages in total each year. Faced with the challenge of struggling to find qualified staff, the growing internal demand for automation and rising customer expectations, BKK Faber-Castell & Partner has decided to increasingly focus on digitalisation.
The task
Internal processes must be adapted to an increasing mobility and pace of society. Communication with insurees should be made more efficient and effective. The input management for mass processes and the connection to the business transaction and archive systems are to be optimised and automated.
The solution
The NOVO CxP software solution by inovoo is able to form a central platform for all communication channels such as telephone, letter, fax, email and digital data streams. NOVO CxP analyses senders, recognises and extracts content, processes emails with the content data obtained according to specific rules and archives them in a legally compliant manner. The resilient solution is able to automate mass processes such as the processing and archiving of family questionnaires.
The result
Around 200,000 pages per year are processed automatically by NOVO CxP. This has significantly reduced the manual workload. Employees are relieved, processing times are reduced and customer service has been significantly improved.
At a glance
BKK Faber-Castell & Partner has successfully minimised throughput times and accelerated business processes. For example, the total processing time for family questionnaires has been reduced from eight to six months.
With the clever software solution NOVO CxP, 52% of family questionnaires are now processed automatically, which significantly reduces the health insurance company's administrative workload.
The faster processing of applications and quicker customer communication lead to increased customer satisfaction at the health insurance organisation.
RUDOLF MATTAUSCH
Head of IT | BKK Faber-Castell & Partner
"The expectations of our customers are high. The NOVO CxP software solution helps us to save time in processing thanks to a high dark processing rate, so that we can provide feedback to insurees much more quickly - even in cases of uncertainty."
