Case Study : Zorginstituut Nederland
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. ZiNL's legacy communication systems were unable to scale to match spikes in demands, lacking intelligence and screening capabilities. ZiNL therefore needed a scalable solution that could deliver optimum accessibility and workforce efficiency, whilst also enhancing its communications to provide superior customer experiences.
ZiNL chose storm’s Cloud Contact Center solution to increase the efficiency of its operations and enhance its citizen engagement.
“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. With storm we can be sure to deliver a consistent, future-proofed service every time, optimizing our citizen-facing services.”
Michael Kleist, Contact Centre Coordinator, Zorginstituut Nederland.
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.
storm’s iACD® logic combines automated and live citizen engagement capabilities
The cloud-based model of storm enables worker to log in anywhere and anytime.
storm has enormous capacity in the cloud enables Zorginstituut to handle any simultaneous volumes of contact.