It’s official: after a test period we can share the news of our collaboration with insurer Partena Ziekenfonds. Partena is an independent Belgian health insurance fund with 535 employees, serving over 470,000 customers in Flanders.
Digital development, innovation and customer centricity are important values for the Belgian insurer. They currently reach out to customers actively via email, digital newsletters and their own app, for example. Customers, from their side, can contact Partena 24/7 via Whatsapp, and via chatbot or live chat from the website.
In collaboration with 24sessions, Partena has added CX video calling or ‘beeldbellen’ to their channels for customer contact. The first results are already impressive, showing an increase in NPS to +74.
Koen Vandendriessche, Sales Manager at Partena Ziekenfonds, about the collaboration with 24sessions:
Although we started testing at the end of 2019, the corona crisis produced unforeseen challenges for us. As a health insurance provider we absolutely had to keep the personal contact with our customers going during the lockdown. We had to scale up almost overnight and we now have 25 employees engaged in video calls full time daily.
"We are lucky to have found a partner in 24sessions who could provide not only a very efficient and easy to use tool, but also a very professional service, both in training and support.”
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