How Solidaris created a more caring health insurance fund
Health insurance fund Solidaris supports people when they are ill, pays out social security benefits, and compensates for health care. They offer services at the counter and by phone, all intending to be the most accessible, future-oriented, proactive health insurance fund for their members.
"Receiving members at the counter is reactive, while appointments allow you to prepare. Additionally, it's important that members can meet us when it suits them and that consultants can have the option of an enclosed area for complex or private cases. Hence the demand to work more and more by appointment", says Aurelie Rommens, Team coach and Project Manager at Solidaris.
Pexip Engage has all the features we need for our current use cases. We don't need to look for other partners to roll out new features. That means we can always move fast.
Before Pexip Engage, Solidaris was using Outlook. Their advisors did everything from evaluating customer conversations to follow-ups manually. Over three years, they realized its limitations and lack of features.
Multiple use cases such as managing members at an employee level, integrating with other tools, and automatically scheduling follow-ups meant solidaris needed a scheduling tool that was more than just a calendar. Hence, they found themselves in need of a better long-term solution.
“We quickly pushed Outlook to its limit, but all the extra features possible within Pexip Engage offer great value for us,” Rommens said. “The user-friendly application allows us to explore many directions and use cases.”
Solidaris uses Pexip Engage on its website and its internal intranet. Their employees use it to book appointments over the phone, and they've promoted it to their customers. Hence, everyone knows they can book appointments online.
"We have an excellent collaboration with Pexip Engage. For example, if we say that some things are unclear, then there will be a meeting very soon to clarify matters. If we had a question, we could always email the support address. Pexip Engage thinks with us to find solutions."
"Although Solidaris already uses Pexip Engage for many different use cases, there is always more to add. "The fact that Pexip Engage keeps evolving makes our lives so much easier," Rommens said. "I am convinced that the future should be a combination of easily accessible services at the counter and file consultations by appointment." We must find the right balance, and Pexip Engage certainly offers added value here.