Bupa Global Continues To Drive Valuable Business Change With Confirmit

Bupa Global Continues To Drive Valuable Business Change With Confirmit
Sue Lappeman
By Sue Lappeman



 

Confirmit has today announced a strengthening of its relationship with leading health insurer Bupa Global which will continue to use the company’s solutions to run its award-winning Customer Experience program.

Cost reductions, revenue increases, and a culture shift towards greater customer-centricity have all been delivered by Bupa Global’s award-winning Customer Experience (CX) activities, underpinned by the Confirmit Horizons platform since 2015.

Bupa Global head of operational support James Elliott said the Bupa Global team expanded its program from a listening-based approach to a “Listen, Learn and Act” framework.

“The results of our customer experience program have been fantastic,” Elliott said.

“We’ve been able to translate the Voice of the Customer into real business change.

“We have reduced our cost to service customers, and increased renewal rates for key products.

“A vital component has been the ability for us to run our own program, but to tap into Confirmit’s consulting expertise when we need to.”

More than 2,700 customer service cases were completed in 2017 as result of the CX program.

In addition, the Bupa Global team has created dozens of change initiatives that directly impact the customer experience.

Using a combination of multi-touchpoint surveys, advanced reporting, and text analytics from Confirmit, the Bupa Global team is setting the standard at Bupa for customer-centricity.

“We have a really open, collaborative partnership with the Confirmit team which is vital in such a critical project,” Elliott said.

“The way we work with Confirmit isn’t the sort of vendor/client relationship we have had with other technology providers.

“It’s about partnering for success. We’re delighted to continue that partnership for the next three years and are excited about the new opportunities ahead.”

Confirmit chief revenue officer Tim Hannington said: “Bupa Global’s Voice of the Customer program is a real success story already, and we are very proud to be their partner in their endeavours.

“I’m delighted that Confirmit’s teams and technology will continue to support the ambitious plans of the Bupa Global team,” Hannington said.

“I’m confident the success will continue over the coming years.”




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