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Oracle Customer Success—ONVZ

ONVZ

ONVZ Optimizes Insurance Services with Oracle

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Using the functionalities of Oracle Health Insurance Connect to Back Office, integrated with Oracle Service Cloud, we reduced time-to-market and operational costs and can respond faster, more personally, and more effectively to the changing needs of our policyholders.

— Marco Saas, CFO, ONVZ

ONVZ Increases Business Agility, Optimizes Customer Service, and Reduces Cost by Integrating Front- and Back-Office Insurance Operations

ONVZ is an independent health insurance specialist focused on healthcare and prevention for more than 460,000 people in the Netherlands. ONVZ sets itself apart as a high-quality, flexibility healthcare insurer that cares about people, for example, it provides to its policyholders complete freedom of choice of doctor or health center. To optimize insurance processes and customer service, reduce overheads, and help manage compliance, ONVZ recognized the need for a modern solution that also could integrate front- and back- offices.
 
Business Challenge
  • Increase business agility by reducing time-to-market for new health insurance products and services
  • Improve contact center operations by automating inbound processes and by providing agents with access to up-to-date data, including details of the customer’s policy and any previous or pending claims
  • Reduce cost of ownership of heavily-customized IT systems supporting core insurance business processes, which demand increasing maintenance time and infrastructure costs
  • Enhance ONVZ’s reputation for high-quality insurance services by providing more personalized customer interactions and insurance products and services
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Results
  • Improved customer service, increased agility, made systems compliant with legislative and regulatory requirements, and reduced costs by implementing Oracle Health Insurance Connect to Back Office to support core business processes—such as health plan development, policy administration, provider contracts, and claims processing—and by integrating with Oracle Service Cloud to optimize contact center operations
  • Accelerated time-to-market for innovative health insurance products by providing the system flexibility to define and develop health insurance policies that are fully compliant with industry regulations
  • Provided more than 70 call center representatives with a 360-degree view of each policyholder by integrating Oracle Service Cloud, enabling them to provide a more personalized service and increase trust—critical in the health insurance industry
  • Automated frontline customer service operations by using Oracle Service Cloud to log all incoming emails, including requests for health insurance policy renewal or expansion and general queries, increasing contact center agent productivity, and also paving the way for computer telephony integration to further enhance operational efficiency
  • Reduced cost of ownership by using the out-of-the-box functionality of Oracle Health Insurance Connect to Back Office to  standardize processes, eliminating the time and cost to continually customize previous systems to meet changing insurance legislation and business requirements
  • Integrated Oracle Health Insurance Connect to Back Office with ONVZ’s web portal and front-office operations, enabling ONVZ to serve clients more effectively from both claims handling and marketing perspectives
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Only Oracle offered a complete standardized health insurance platform that guarantees compliance and full integration with our frontline operations. This means that legislation changes do not impact our contact center performance, and we can always provide outstanding services to our policyholders.

— Marco Saas, CFO, ONVZ

About ONVZ

Headquarters

 
Houten, Netherlands

Employees

 
400

Annual Revenue

 
US$100 million to US$500 million
ONVZ is a medium-sized healthcare insurer that provides both individual and collective health-care plans and offers complete freedom of choice to its policyholders. Founded in 1933, ONVZ is highly customer-focused and is consistently rated first or second in the Netherlands for customer service, according to MarketResponse, an independent research firm.
 

Partners

For its Oracle implementation, ONVZ worked with Truston, a Gold member within the Oracle PartnerNetwork. Truston consultants led the entire implementation process, connecting all interfaces, and taking care of both the IT management and functional management of the deployment, including technical and user acceptance testing, and training key users. The successful partnership continues with Truston providing maintenance and support services to optimize ONVZ’s use of Oracle’s front- and back office- systems.

Oracle Solutions Used

Oracle Health Insurance Connect to Back Office
Service Cloud
Published:  Nov 17, 2017