Digital Transformation
The digital transformation at the independent health insurance funds Partenamut and Helan is underway. This has resulted in a transition to the cloud for all CRM applications. While both organizations previously had their own CRM solutions that operated in parallel, they recently switched to a shared solution. Partenamut and Helan joined forces and migrated their CRM to Microsoft Dynamics 365 and an Azure cloud solution. The result? Increased efficiency, ease of use, and an even greater focus on the customer. As health insurance funds, Partenamut and Helan are part of the Independent Health Insurance Funds. Together, they are the third-largest player in Belgium and have 2.5 million members. Partenamut operates primarily in Wallonia and Brussels, while Helan operates in Flanders and Brussels. MLOZ is the Union of Independent Health Insurance Funds. It is the organization responsible for numerous IT solutions—an IT back office, so to speak, for the Independent Health Insurance Funds.
The Importance of a Good CRM
“CRM (Customer Relationship Management, ed.) has always been an important tool for both health insurance funds, because it allows us to gain a 360° view of our customers. All commercial interactions with customers are tracked within the system. And it also helps us understand a customer’s most up-to-date status and respond accordingly,” says Mehdi Kadiri, Lead IT Architect at Partenamut/Helan. Until 2019, each health insurance fund still had its own CRM approach, with its own data storage and in-house software development, including customizations. This meant that each solution had to be implemented separately twice. An analysis quickly revealed that switching to a single, shared CRM system in the cloud would yield significant efficiency gains. Mehdi Kadiri: “We embarked on a digital transformation from two separate so-called ‘on-premises’ (installed on local servers within the company) systems to a single CRM system. This time, not on-premises, but in the cloud. We chose to migrate our CRM data to Microsoft Dynamics 365 and the Azure cloud for two reasons: first, because it was the most functional and met our needs, but above all because the platform’s user-friendliness was particularly appealing.”
Why choose a cloud solution?
With the transition to the cloud, end-user satisfaction scores at Partenamut and Helan also rose significantly. This was revealed by a large-scale online evaluation of more than 250 users of the CRM platform, which the two organizations commissioned. “Fewer mouse clicks and a clearer, more intuitive user interface were major pluses in the survey,” says Kadiri. “And the digital transformation doesn’t stop with our cloud-based CRM. We’re currently working full steam ahead on an ambitious roadmap toward even better customer service and an omnichannel approach. With omnichannel, the customer uses different channels, and those channels are well-coordinated so that the customer receives the same information everywhere.” Alistar was brought on board to help implement the project. Kristof D’Hoossche, Strategic Partner at Alistar: “From the very beginning of this incredible transformation project, the focus was on creating value for both the customer and the organization. It’s been a wonderful experience to work with a client who understands that a successful project revolves around constructive collaboration among people.”
From two local CRM systems to a single online solution in the cloud. This not only resulted in efficiency gains, but above all, made the system more user-friendly for employees.
Mehdi Kadiri – Partenamut
