Founded in 1905, Benenden Health provides affordable healthcare services to over 860,000 members across the UK.
But as demand grew and its member base diversified, this nonprofit mutual realised it needed to upgrade its customer contact infrastructure to continue delivering exceptional service.
By implementing an innovative CX platform from Genesys Cloud with support and guidance from our specialists here at Sabio, Benenden gained capabilities to unify member interactions, tap data for personalisation, and meet rising expectations – resulting in sky-high satisfaction scores.
Outgrowing Legacy Systems
To adapt to changing member demographics and preferences, Benenden aimed to support multichannel engagement. This required integrating data systems across business units to enable consistent omnichannel experiences.
Their legacy on-premises setup was fragmented, expensive to maintain, and limited in terms of scalability and flexibility. It prevented teams from gaining a unified member view or quickly launching new digital channels.
Benenden needed customer contact systems as cutting-edge as their healthcare services. The mutual selected Sabio to help deploy a transformational cloud-based solution.
Consolidating on Genesys Cloud
The Genesys Cloud CX platform consolidated all member interactions into a single architecture. Key capabilities include:
• Omnichannel routing – Phone, email, chat, messaging, and social media are unified.
• Skills-based matching – Route members to advisors based on expertise.
• AI and automation – Bots handle common requests to boost efficiency.
• Analytics – Gain actionable insights from member data.
• Open APIs – Tight integration with existing systems across the mutual’s footprint.
Benenden Health can also now roll out innovations to match rising member expectations.
Delivering Personalised Omnichannel Experiences
Benenden Health has since transformed experiences across every step of the member lifecycle, including:
• New Member Onboarding – Welcome kits sent via SMS with links to the member app for service requests.
• Appointments – Reminders and confirmations via push notification and text.
• Ongoing Support – An AI-powered chatbot handles common queries in the app.
• Feedback – Post-interaction surveys gauge satisfaction across service channels.
With data unified in one platform, advisors can also gain access to complete interaction histories to offer personalised care. The mix of digital capabilities and human touch delights existing members while attracting new ones – resulting in sky-high member satisfaction.
Early results show Genesys Cloud supercharging the member experience at Benenden Health:
• 8.8+/10 satisfaction scores consistently achieved
• 73% of new members join through digital channels
• Lower IT costs by consolidating tech footprint
• Advisors empowered with comprehensive member view
• Tight coordination between society and hospital
With our help, Benenden has laid the foundations to continually adapt its CX approach based on how member expectations evolve in the future. The cutting-edge platform makes it easier than ever for the mutual to deliver on its mission of providing accessible, affordable healthcare.
About Sabio
Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India.
The Group, which includes ‘makepositive’, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.
Through its own technology, and that of world-class technology leaders such as Avaya, Genesys, Verint, Twilio, Google, Amazon and Salesforce, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
The Group works with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica, Think Money and Transcom Worldwide.
