Home Resources Case study The secret to happier customers with Bupa Global

The secret to happier customers with Bupa Global

Tools used

  • Interactive dashboards
  • Action management
  • Consulting services
  • Text analytics

How our software helped healthcare insurance specialist Bupa Global meet its ambitions and the needs of its customers worldwide.

The challenge

Taking our relationship with Bupa Global to the next level

We were already working together on a two-part transactional and relational customer feedback program. But Bupa Global wanted to take our relationship to the next level: building a new Voice of the Customer program that would help them go from just listening to customers to taking action to improve their experience.

But they had longer-term ambitions, too. They needed a true tech partner as they planned their future evolution. We were only too happy to fill the role.

“When it came to deciding who to work with on this huge program, a lot of it was about the people. We felt that we could have an open, collaborative partnership with the Forsta team which was vital in such a critical project. The way we have worked with Forsta isn’t the sort of vendor/client relationship we’d have had with other technology providers. It’s about partnering for success.”

James Elliott
Head of Operational Support

Our solution

Giving them the tools they need

We gave the company the tools they needed: an integrated view of ongoing customer surveys, live customer comments that they can easily classify and mine for specific data, and customized interactive dashboards.

We made sure Bupa Global could act on the insights we gave them. And we’re still working alongside the company with our customer experience consulting services.

The results

Making customer experience their calling

Bupa Global has made customer experience their calling. With our software, they’ve reduced customer lapses on product renewal by up to 7.8% and boosted their NPS by 6.2 points. And their ability to use customer insights gets better and better.

2,700

cases raised and resolved in 2017

6.2

point rise in NPS

6.7

points increase in customer service score

7.8% and 3.5%

lower renewal lapse rates for two popular products

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