VIACTIV Health Insurance

LÖSUNG|N

VIACTIV Health Insurance/
VIACTIV Krankenkasse

Tendering and rollout of a communications solution for telephony and multichannel contact centers

LÖSUNG N Referenz VIACTIV Krankenkasse Motiv: doctor and patient with credit card at hospital.

Service

Tendering and rollout of a communications solution for telephony and multichannel contact centers

Customer

VIACTIV Krankenkasse

Customer segment

Public sector

Sector

Statutory health insurance

Challenge

VIACTIV wanted to modernize internal collaboration and at the same time improve service quality, availability and the customer experience for policyholders. To do this, an integrated solution for telephony, conferencing and a multichannel contact center had to be procured that would connect to SAP oscare® and support the insurer’s omnichannel strategy.

Given that social data is highly protected, the tender had to comply with ISO information-security standards, requirements from the German Social Code (SGB), BSI catalogs and data-protection law. The solution also had to be future-proof and introduced securely into operations.

Lösung N GmbH_Omni-Kanal-Management_Callcenter Agent spricht mit Kunden

Solution

Together with VIACTIV we defined the strategic goals, detailed the requirements and prepared the documents for an EU-wide tender. We supported supplier evaluation, negotiations, and contract award.

In implementation, we combined project management with specialist expertise. Given the strict regulatory environment and time-critical dependencies, we worked with risk-aware project execution, clear communication, and close stakeholder coordination. Business and IT were involved so that the solution was not only technically integrated but also supported day-to-day processes.

A powerful, secure and future-ready telephony and multichannel contact center solution that improves service quality, streamlines internal collaboration and delivers a better communication experience for policyholders. The go-live was so smooth that many employees hardly noticed it.

Project facts

>1,500

employees supported

at >60

locations

“The new communications solution has modernized our collaboration and improved service quality for policyholders. The cooperation with LÖSUNG|N was pragmatic, reliable and solution-focused.”

Thorsten Loh
Head of IT Services and Digitalization | VIACTIV Krankenkasse