Case Study: Zorginstituut Nederland

How storm® helps Zorginstituut Nederland to deliver enhanced customer service while cutting costs.

The Problem

The Dutch healthcare system consistently ranks top of the annual Euro Health Consumer Index (EHCI), providing Dutch citizens with access to basic state healthcare financed by insurance policies. Zorginstituut Nederland (ZiNL) is an independent administrative authority, responsible for managing basic healthcare insurance packages for citizens, while also interfacing between government healthcare administration and independent health providers.

To support its goals of delivering accessible healthcare across the Netherlands, ZiNL operates a contact centre for citizens who are unable to cover the costs of their existing insurance policies or unexpected healthcare bills, and who are then registered as defaulters with ZiNL. Changing economic circumstances make the contact centre subject to unpredictable spikes in demand, as worried citizens can suddenly interact in large volumes.

ZiNL’s legacy communication systems were unable to scale to match these spikes, leaving citizens frustrated and subject to increased waiting times, and making it difficult for those with impending deadlines to resolve their default payments. These situations also place pressure on its customer-facing team and reduce the ability of agents to effectively handle enquiries.

The systems’ lack of communications intelligence and screening capabilities also created inefficiencies, with no ability to connect enquiries to agents with relevant skills. Furthermore, a lack of insight into traffic volumes and service levels compromised ZiNL’s ability to commit to official government policies and high standards of customer service. A lack of support for mobile services or homeworkers, inhibiting the delivery of optimal workforce schedules that address volatility in customer demand.

ZiNL needed a scalable solution that could deliver optimum accessibility and workforce efficiency, whilst also enhancing its communications to provide superior customer experiences.

The Solution

ZiNL chose storm’s Cloud Contact Centre solution to increase the efficiency of its operations and enhance its citizen engagement. storm’s proprietary iACD® (intelligent Automated Contact Distribution) technology prioritises critical enquiries to ZiNL’s contact centre and ensures these are dealt with rapidly by live agents, while automation allows citizens to seamlessly self-serve in any volume, freeing up skilled agents to handle more complex or pressing enquiries.

The platform automatically scales on-demand to handle unpredictable peaks in contact volume, while also enabling ZiNL to rapidly increase or decrease agent licences as required. Through the cloud-based model of storm, agents can seamlessly work from home, enabling ZiNL to quickly introduce additional live support in emergency scenarios.

Integrated Disaster Recovery (DR) ensures that contact services automatically fail-over to an alternative location during any outages, providing seamless business continuity. In 2015, this facility was used to shield ZiNL during a large power outage in North Holland and deliver consistent services for citizens. Real-time and historical reporting also provides complete visibility over all interactions and procedures, while integrated Quality Management enables continual service assessment and improvement. These enable ZiNL to effectively monitor and manage traffic, respond to surges in demand, and demonstrate compliance with government regulations.

Through storm, ZiNL has been able to make more efficient use of existing contact personnel and increase satisfaction by improving contact centre accessibility, while providing a roadmap to deliver future improvements. The solution has not only generated substantial savings, but allowed ZiNL to more effectively uphold the fundamental tenets of the Dutch healthcare system.

The Problem

The Dutch healthcare system consistently ranks top of the annual Euro Health Consumer Index (EHCI), providing Dutch citizens with access to basic state healthcare financed by insurance policies. Zorginstituut Nederland (ZiNL) is an independent administrative authority, responsible for managing basic healthcare insurance packages for citizens, while also interfacing between government healthcare administration and independent health providers.

To support its goals of delivering accessible healthcare across the Netherlands, ZiNL operates a contact centre for citizens who are unable to cover the costs of their existing insurance policies or unexpected healthcare bills, and who are then registered as defaulters with ZiNL. Changing economic circumstances make the contact centre subject to unpredictable spikes in demand, as worried citizens can suddenly interact in large volumes.

ZiNL’s legacy communication systems were unable to scale to match these spikes, leaving citizens frustrated and subject to increased waiting times, and making it difficult for those with impending deadlines to resolve their default payments. These situations also place pressure on its customer-facing team and reduce the ability of agents to effectively handle enquiries.

The systems’ lack of communications intelligence and screening capabilities also created inefficiencies, with no ability to connect enquiries to agents with relevant skills. Furthermore, a lack of insight into traffic volumes and service levels compromised ZiNL’s ability to commit to official government policies and high standards of customer service. A lack of support for mobile services or homeworkers, inhibiting the delivery of optimal workforce schedules that address volatility in customer demand.

ZiNL needed a scalable solution that could deliver optimum accessibility and workforce efficiency, whilst also enhancing its communications to provide superior customer experiences.

The Solution

ZiNL chose storm’s Cloud Contact Centre solution to increase the efficiency of its operations and enhance its citizen engagement. storm’s proprietary iACD® (intelligent Automated Contact Distribution) technology prioritises critical enquiries to ZiNL’s contact centre and ensures these are dealt with rapidly by live agents, while automation allows citizens to seamlessly self-serve in any volume, freeing up skilled agents to handle more complex or pressing enquiries.

The platform automatically scales on-demand to handle unpredictable peaks in contact volume, while also enabling ZiNL to rapidly increase or decrease agent licences as required. Through the cloud-based model of storm, agents can seamlessly work from home, enabling ZiNL to quickly introduce additional live support in emergency scenarios.

Integrated Disaster Recovery (DR) ensures that contact services automatically fail-over to an alternative location during any outages, providing seamless business continuity. In 2015, this facility was used to shield ZiNL during a large power outage in North Holland and deliver consistent services for citizens. Real-time and historical reporting also provides complete visibility over all interactions and procedures, while integrated Quality Management enables continual service assessment and improvement. These enable ZiNL to effectively monitor and manage traffic, respond to surges in demand, and demonstrate compliance with government regulations.

Through storm, ZiNL has been able to make more efficient use of existing contact personnel and increase satisfaction by improving contact centre accessibility, while providing a roadmap to deliver future improvements. The solution has not only generated substantial savings, but allowed ZiNL to more effectively uphold the fundamental tenets of the Dutch healthcare system.

Before

After

Zorginstituut Nederland was faced with large and unpredictable spikes in contact demand, but its existing communication systems were unable to scale to meet demands. storm has enormous capacity in the cloud, enabling Zorginstituut to handle any simultaneous volume of contact; agent licences can also be scaled up and down to help address variable demand.
ZiNL’s premises-based communication platforms could not accommodate homeworking, eliminating the possibility of flexible working, and making it difficult to introduce additional agents when required. The cloud-based model of storm enables homeworkers to seamlessly log in and operate as normal agents at a moment’s notice, enabling higher volumes of agents or more skilled individuals to be utilised when needed.
A lack of automation meant that every citizen needed to talk to a live agent, and limited communications intelligence meant that interactions were randomly distributed to potentially unsuitable agents. storm’s iACD® logic combines automated and live citizen engagement capabilities, automatically processing routine enquiries while connecting citizens with pressing needs to appropriately-skilled agents.
Limited management information impacted on ZiNL’s ability to anticipate demand and demonstrate regulatory compliance, while a lack of Quality Monitoring prevented continual service improvement. The storm VIEW dashboard provides granular reporting across all services, enabling ZiNL to align its service levels with government demands, while integrated QM enables continual service optimisation.

How it Works

  1. Services such as contact routing are provisioned via the storm portal.
  2. Customer makes contact with ZiNL through the storm platform.
  3. Routine enquiries are managed by automation.
  4. For priority or more complex enquiries, customers are connected to a live agent.
  5. In the event of a service outage at site 1, storm seamlessly fails over to site 2, ZiNL’s back up location.
  6. storm also facilitates agent homeworking, supporting the organisation’s flexible working strategy.
  7. Real-time and historical reports allow in-depth analysis of key metrics while storm RECORDER enables ZiNL to analyse agent interactions and improve performance.
“Zorginstituut Nederland has an important responsibility to manage healthcare insurance for the Netherlands and ensure that citizens can afford to access core services. We are entrusted with thousands of citizen enquiries; but as our previous communications system neared end-of-life, we needed an approach that was scalable, flexible and cost-effective, without compromising on business continuity. The flexibility of the storm® platform enabled us to adopt a range of services and build a comprehensive communications environment that we have complete control over, providing us with the agility to deliver responsive, accessible services. Support for flexible working enables our employees to seamlessly operate from home, while insightful Quality Management capabilities allow us to continually improve services. With storm we can be sure to deliver a consistent, future-proofed service every time, optimising our citizen-facing services.”
Michael Kleist, Contact Centre Coordinator, Zorginstituut Nederland.

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