CRM-based portal solution for digital complaint management at Atupri

Atupri Health Insurance needed a complaints management system that would allow it to receive and process its customers' requirements more efficiently and effectively. To meet this requirement, Mimacom developed a modern CRM-based portal solution. Due to its modular design, the system is flexible and extendable.

With Mimacom as our technology and development partner, we have developed the CRM (Customer Relationship Management), which together with our ERP is one of Atupri's most important strategic applications today. We profited from the technological know-how, but also from the flexibility and reliability of Mimacom. Another essential point for a successful cooperation is the transparent, open and honest way of communication, as well as the fairness of the partnership.

Dieter Genge, Head of IT and Projects at Atupri Health Insurance

Background

Atupri – a Swiss-wide health insurer with a differentiated range in the health and accident insurance sector. With almost 185,000 insured members, it is one of the 15 largest health insurers in Switzerland and has positioned itself well in the market as a successful, innovative and financially healthy company.

Challenge

The focus of the project was the development of a strategic platform for the support of private and corporate customers of Atupri. The modelled business processes had to be implemented and the existing systems integrated. The management was to be provided with the necessary key figures as a basis for decision-making in order to be able to conduct day-to-day business even closer to the customers and their concerns. KBM is used by all 200 Atupri employees. In addition to the technical requirements, usability, stability, scalability and the performance of the system were therefore in the foreground.

Solution

With edorasware as the BPM and task management solution and Alfresco for document management, a stable and scalable CRM basis was created. Based on this, the business processes for complaint management were implemented. Template management, a ticketing system and risk assessment processing are also integrated into KBM. In Release 3.0, Mimacom implemented the digital central inbox (ZPE) of Atupri in KBM. KBM automatically transfers the digitized documents into the business processes and archives them in the Alfresco DMS. All modules were specified in close cooperation with Atupri and the end users and implemented in an agile manner. This results in an extremely user-friendly application, close to everyday work and with a high level of acceptance.

Since the first release, the KBM has been developed and maintained annually. Among the greatest developments are the connection to the new customer portal and the implementation of the Atupri Message Center "AMC", via which all notifications from the customer portal are processed and then converted into tasks for the Service Center in the KBM.

For the further development of the joint projects, Atupri Health Insurance decided to use JIRA as a project management and software development tool. Since the knowledge about the operation and configuration of JIRA was not sufficiently available in Atupri Health Insurance, Mimacom supported Atupri Health Insurance in the following areas: Configuration software projects, configuration JIRA Service Desk, unification of the existing schemata and workflows, cleaning up of the existing configuration, development of new standard schemata and workflows, training and documentation.