The Company
Bupa Arabia is the largest health insurance company in Saudi Arabia offering a wide range of Health Insurance products for Corporate, SME, Travel, and Family segments. Bupa Arabia is the only insurance company which has been growing for past 10 years both in terms of top line and bottom line. Even in 2018, a tough year, Bupa Arabia recorded over 500 Million profits.
The Challenge
- Bupa Arabia wanted to understand the delight and pain points of the customers and address them within a smaller timeframe
- They planned to reach out to the customers throughout the journey across different touch points including interactions with 3rd parties hospitals (inpatients, out patients), agents etc
- They also wanted to quicken customer redressal for dissatisfied customers within 48 hours
The Solution
- Bupa Arabia implemented Enterprise Feedback Management (EFM) system replacing its old traditional phone / pen and paper interviewing method
- They automated and personalised feedback messages within 24 hours of interaction
- Implemented close loop feedback system which helped in reaching out to customers within 48 hours thorough closed monitoring and measuring it against a KPI
The Result
- They were able to track and analyse CX at various channels and reaching out to dissatisfied customers on daily basis
- Further insights helped improve Bupa’s processes and policies
- Able to reach 1.0 million customers in 2019, and gather rich data from over 250000 surveys
- Internal operations improved through open ended comments
- 18% increase in Net Promoter Score from ’17 to ’19
- 20% increase in reaching out to customers once a month for payment reminder and survey
