Improving Customer Experience: Univé Sliedrecht Digital Reception Transformation

Univé

Univé is among of the Netherlands' major insurers, with over 1.5 million policyholders. Operating under the client's name are various companies and foundations. The Univé Group, with locations in Zwolle and Assen, and nine independent Regional client's offices, form part of this conglomerate. These entities serve as insurers, insurance intermediaries, or providers of other (financial) services.

The client presents itself as the insurer without profit motives and, consequently, one of the more affordable options. Client's motto is "Helping each other, even when things are tough." The insurer believes in sharing risks and pooling strengths. Winning and retaining consumer trust is cleint's perpetual aim. - Univé

 

 

The Challenge

The client's store in Sliedrecht is situated within the headquarters of Univé Zuid-Nederland. Customers and employees alike must enter through the same main entrance, making it perpetually crowded. Both employees and clients visit the headquarters and store daily. At our partner, customer service is paramount. As one of the largest health insurers in the Netherlands, optimal interaction with customers is crucial. Thus, the challenge emerged to better serve customers and employees in Sliedrecht. Collaborating with the client, we devised a touchscreen solution: a digital reception.

 

The Process

For every project, Touchscreen adhere to our Custom Application Development Process. This involves commencing with an assessment to outline the problem, objectives, users, and expectations. Together with the client, we identified key points and agreed on the set of features to be included in the app.

A crucial aspect of digitization was ensuring our client could easily operate and adjust the signs as needed. To achieve this, we developed a user-friendly CMS system. With this system, company names can be easily updated, ensuring the signage is always current.

 

Increased Efficiency through Digital Mailboxes and Nameplates

To address the issue with mailboxes and nameplates, another significant change was implemented: digitizing mailbox information. Using digital signage, mailbox numbers are displayed alongside the corresponding company names. To maintain consistency with the overall branding, the same layout was applied here as well.

The design was tailored to client's look and feel. Visitors can easily check in upon arrival via the user-friendly interface. Through the registration system, the employee is notified via SMS or email. This way, the employee knows precisely when the visitor for the appointment has arrived, as well as when the courier has delivered the package.

 

 

  

The Result

The digital reception provides the client with the necessary support. One of the key benefits of having a self-service kiosk is resource savings. Visitors can check in via the kiosk without requiring assistance from a receptionist. This saves reception staff valuable time that can then be allocated to urgent tasks. In short, it streamlines the reception process and frees up other administrative resources. Additionally, the new kiosk resulted in improved customer service and a more efficient way of serving customers.

 

Looking for the Right Touchscreen Solution?

Our process ensures that you'll ultimately witness the right touchscreen software implementation at your company, office, or store. We offer support from concept to realization of your touchscreen hardware installation.

 

Let's Meet