Debeka BKK is a statutory health insurance company based in Koblenz, Germany. The nationwide health insurance company serves nearly 200,000 insured persons and has been one of the fastest growing statutory health insurance companies on the market since 2011.
The starting point
A steady increase in the number of insured persons led to a flood of incoming documents and data via various inboxes. The manual administrationand processing workload was further increased by the coronavirus pandemic, making automation even more urgent given the shortage ofspecialists and customer service.
The task
In order to reduce processing times and improve communication with insured persons, the first step was to digitize and automate email and incoming mail. In addition, all documents to be archived must be provided with the required digital signature. In the second step, the individual processes are processed in the dark. For this purpose, the input from the online office (OGS) is first transferred to the specialist process, followed by the input from the email and inbox.
The solution
The use of NOVO CxP as a central and modular platform enables step-by-step automation and seamless monitoring through data enrichment. The entire upload via the online office is received by NOVO CxP and the data is prepared for transfer to the BITMARCK specialist interfaces. Incoming emails, faxes and mail are also processed by NOVO CxP - from conversion, identification, classification and extraction toarchiving and transfer to the relevant BITMARCK interfaces. NOVO CxP logs each process in the database. This means that everything can be tracked and monitored, and seamless monitoring is possible.
In addition, the process continuously improves itself: the autolearning functioninstalled as a feedback loop takes effect after the documents have been validated, thus achieving regular optimization.
The result
Today, about 1.7 million documents per year are processed automatically via NOVO CxP. Seamless monitoring is guaranteed and manual processing has been significantly reduced.
At a glance
The classification project is active and ensures continuous processing. Classified documents are transferred directly to the CRM.
The ability to make database entries at any point in NOVO CxP ensures comprehensive monitoring of all process steps.
Information about validated documents flows into the AutoLearning system. In future, similar cases will be classified directly and will no longer go through the validation process.
Robin Schneider
Head of Department | Mail and Scan Center | Debeka BKK
"We have a good, long-standing partnership with inovoo, characterized by numerous joint developments.“
