You may not give it a second thought when you receive the new premiums for your (health) insurance, but behind the scenes a lot of people are working to make sure you receive the right information.
For health insurers, the last quarter of every year is a race against the clock to inform all their policyholders on time and properly, through various channels such as paper mail, email and online platforms.
The challenge? Processing huge amounts of data efficiently and accurately before the 12 November deadline. And the pressure is high, because the communication that goes out is crucial for keeping customers satisfied.
An advanced solution
Harmony uses CustomerConnect to deploy an advanced solution that tackles this challenge for health insurers (such as Menzis, ONVZ and Zorg & Zekerheid).
In short, CustomerConnect automates the process of data processing and communication. Through a direct link with the health insurers' data, that data is quickly and accurately converted into different forms of communication.
And that personalisation can be very specific. In principle, you can make sure that a young customer aged 26 receives an email or WhatsApp message that addresses them informally, while the grandmother of that same customer gets a letter on her doormat that uses the formal form of address.
With CustomerConnect, the mass of communication that is needed is generated in a much shorter time and distributed in a personalised way, which eases the pressure on the timelines.
Our colleagues Wai-Chiu and Jacco look back on their "year-end work" at Zorg & Zekerheid and ONVZ.
Jacco and Wai-Chiu: in the middle of the action
With 14 years of Harmony experience between them, Wai-Chiu and Jacco are no newcomers when it comes to the annual work (the premium adjustments).
As output experts, they are in the middle of the action, and their experiences are often the same.
For both Wai-Chiu and Jacco, for example, the preparation for the assignment already started in September.
"In the end you work with so many people, from marketing to insurance specialists, that good groundwork really is key." A detailed playbook is drawn up with strict deadlines and, very importantly, test phases for every step.
"And even with that crucial preparation, you still have to be able to be flexible at any moment," Wai-Chiu points out. A strategic decision can still lead to a last-minute change (to the premium, for example), and the systems have to be able to adapt to it flexibly.
Working closely with marketing, copywriters, insurance specialists and the people who set the premiums, Jacco and Wai-Chiu make sure that everything comes together in the end and that the right information reaches the right person before the deadline.
That task covers details such as page breaks, font size, photos and the layout of the letters and emails, through to working out how quickly the letters can get to the print supplier, and making sure all communication is also archived correctly.
Or as Jacco puts it: "a few days of sweating".
"When everything finally runs as planned, the satisfaction is huge," they both say.
And the colleagues at both Zorg & Zekerheid and ONVZ get compliments for the collaboration. "That collaboration goes really fantastically".
Customer experience at the centre
Harmony's year-end work and its collaboration with health insurers is a textbook example of close involvement and dedication to informing customers on time and clearly.
The power of a digital solution is undeniable in that story. It lets our clients put their full focus on their end customers, while we help to ensure an optimal customer experience.
