Oracle Customer Success—Helsana Group (Helsana Versicherungen AG)

Helsana Group Enhances Customer Web Experience Across Digital Channels Using Highly Efficient, Scalable Web Content Management Platform

Oracle WebCenter Sites proved to be a fine-tuned and flexible web content management system that allowed us to migrate Helsana Group’s websites quite easily. It improved website performance and significantly increased our content managers’ productivity. Above all, it enables Helsana Group to offer customers a better user experience and service, and improves our competitiveness in a multichannel online world.

— Thomas Suhner, Project Leader, Helsana Group (Helsana Versicherungen AG)

The Helsana Group is Switzerland’s leading health and accident insurer and comprises Helsana, Progrès, Sansan, Avanex, and maxi.ch. Helsana protects 1.9 million private customers against the financial implications of illness, accident, old age, and motherhood, insuring one out of four inhabitants of Switzerland. Through the Helsana brand, the group serves 50,000 Swiss enterprises and organizations with more than 680,000 insured persons—protecting them against the financial repercussions of work incapacity, and offering corporate health management programs. Helsana can be found in 70 locations throughout Switzerland.

Business Challenge

Optimize management of multiple websites across multiple digital channels by providing content managers with the ability to easily access, author, and publish insurance content stored across the organization—including text documents, images, and videos
Ensure correctness and consistency of published content across the group’s web presence—from matching basic and additional insurances to customers’ life situations to defining insurance conditions, premiums, and benefits

Enhance customers’ and visitors’ web experience across all Helsana Group brands by presenting insurance product and services information in a compelling and easy-to-navigate way, regardless of the device used
Accelerate page loading times across the entire web presence, even though content is embedded from various sources
Ensure on-time migration of the group’s web presence despite ongoing design changes and complex integration of legacy applications and external websites

Established a highly scalable web content management platform for delivering content to 1.9 million private and corporate insurance customers across web, mobile, and social channels in German, English, French, and Italian—from insurance product specifications, tariffs, and declaration forms to expert blogs and e-magazines
Improved content publishing efficiency by providing 30 content managers with the ability to manage content authoring, design, approval, and publishing end-to-end through a single Oracle WebCenter Sites console

Attracted more potential customers to Helsana Group’s websites—increasing the proportion of non-registered visitors among all visitors by 11%, while also increasing website use by registered customers
Ensured consistency and correctness of contractually and legally relevant insurance information across the group’s entire web presence thanks to object-oriented dynamic content updates, so that amendments to data which appear on numerous web pages—such as insurance benefits—only need to be made once
Enabled content managers to access content across the organization using Oracle WebCenter Sites’ out-of-the-box adapters, and facilitated their tasks with an easy-to-use interface requiring virtually no technical competences
Connected the digital experience across all insurance brands of the Helsana Group by substantially improving performance, availability, and security of the group’s web presence
Seamlessly integrated the solution into the organization’s IT landscape with Oracle SOA Suite, matching technical requirements—integration, security, stability, manageability, and scalability—with functional requirements—content re-use, versioning, approval and publishing, segment-based targeting, multi-channel delivery, and usability
Reduced paper and printing costs by US$4 million as a result of integrating of myHelsana customer portal into the new web presence, anticipating 100,000 customers to use the portal by end of 2016
Enabled 70% of website visitors—according to customer surveys—to find an answer to their query immediately, while 84% described Helsana’s website as visually appealing
Developed a customer information service with Oracle Application Development Framework to enable increased customer service agent efficiency and faster resolution of customer inquiries

We carefully evaluated several options, including Adobe Experience Manager, and chose Oracle WebCenter Sites as our new web content management system for a number of reasons. We defined 206 features and business requirements that the new solution had to cover—Oracle WebCenter Sites completely matched 86% of these requirements and partially matched 11%. The solution has outstanding features for both content managers and administrators, and is the best tool for integrated monitoring and management of the entire web content lifecycle.

— Thomas Suhner, Project Leader, Helsana Group (Helsana Versicherungen AG)

About Helsana Group (Helsana Versicherungen AG)

Headquarters

Dübendorf, Switzerland

Employees

3,000

Annual Revenue

Over $5 Billion

Helsana Group (Helsana Versicherungen AG)

Partners

The Helsana Group involved Oracle Platinum Partner Silbury IT Solutions right from the solution design. Silbury led the analysis of functional and system requirements as well as the implementation and testing of the entire infrastructure. Silbury helped migrate the existing content to the new platform, upgrade Oracle WebCenter Sites, and customize the platform to fully meet Helsana’s requirements. Silbury provided training for Helsana’s developers and first level help desk staff and delivered comprehensive training documentation. Silbury continues to deliver second level support since the deployment.

The project was completed on budget and within the short timeline of seven months.

“In 30 years as an IT project manager, I have never seen such a smooth and trouble-free project. Oracle Partner Silbury did an excellent job, and implemented all necessary adaptations and change requests with amazing speed and precision,” Suhner said.