DAK Gesundheit chats with DAVINCI

Insurance companies can impress their customers with good service. This includes fast, easy access through a variety of communication channels, such as phone and chat. Customer communications are rooted in competent advisors who always have access to all the required information. A professional communications system is the key to this. DAVINCI (short for “DAK Multi VPN IPEnterprise Communication Infrastructure”) is a system developed by T-Systems – Deutsche Telekom’s corporate customers arm – and BITMARCK Technik GmbH for health insurance provider DAK Gesundheit and its some 12,500 employees. The Deutsche Telekom subsidiary has now won a major deal to expand the system and operate it through 2025.

DAK Gesundheit now trusts in the new DAVINCI 3.0 system. Franz-Helmut Gerhards, Chief Digital Officer at DAK Gesundheit, says: “This new solution is positioning us for the digital future. The technology bundles our communication channels and makes work easier at our customer service centers and centers of expertise. This gives us more time to spend on advising our customers.” Patrick Molck-Ude, who is responsible for global network business for Deutsche Telekom’s corporate customers, adds: “Changes to a company’s structure are always a challenge for customer interactions. DAVINCI 3.0 can be administered flexibly and adapted to changes, to enable customers and advisors to connect quickly. That saves money.”

DAVINCI 3.0 gives full support to digitization: the need to provide other channels next to voice telephony to connect with insurance customers was catalyst for the evolution from DAVINCI 2.0 to DAVINCI 3.0. The omni-channel management that will enable this is scheduled to go live by late 2018. Customers will then be able to use the communication channels that best meet their needs. DAK customer advisors will be able to communicate with insurance customers in chat sessions, as well as offer assistance on the DAK homepage (co-browsing).

The solution will also enable customers to initiate callbacks from the website, as well as provide active support to customers according to specific criteria (web engagement). All these communication channels will be automated and integrated in DAK Gesundheit’s customer relationship management (CRM) system, eliminating the possibility of information loss through media fragmentation. A dialer will also be implemented and integrated with promotion management at DAK Gesundheit. It will support employees in placing phone calls to customers even more efficiently.

DAVINCI makes it possible to create many system features automatically, at the touch of a button, reducing the workload for administrators. In addition, T-Systems Multimedia Solutions developed a uniform user interface for all customer advisors to launch the communication applications, making it easier to train employees. The UI is completely integrated in DAK Gesundheit’s browser and CRM systems and serves as the interface to DAVINCI. The different communication channels are all processed uniformly in a Genesys Workspace installation. The customer advisors see all the different customer channels at a glance. DAVINCI also offers integrated monitoring and reporting functions, to help ensure that no bottlenecks arise in customer advisory service.