Vhi Healthcare chooses Siperian CRM technology

Source: Siperian

Siperian today announced that it has been selected by Vhi Healthcare - Ireland's largest provider of private medical insurance - to provide complete, real time views of its customers, insurance product offerings and relationships.

Siperian MDM Hub will be used to better understand the information requirements of the company's 1.57 million members and, in order to deliver improved customer service, preventative healthcare information and insurance offerings. Supported from Siperian's European operations in London, the Irish healthcare insurer expects to significantly reduce call centre response times and better address the needs of its private healthcare customers.

As one of Ireland's most recognised and trusted household brands Vhi Healthcare's members represent 41 percent of the country's population. Last year their call center, together with the local office network, eBusiness unit and claims department handled in excess of 3.45 million customer inquiries and more than 550,000 insurance claims. The deployment of Siperian MDM Hub will enable Vhi Healthcare to create unique member IDs, consolidate both patient and family data, and continue to offer quality, affordable healthcare to members.

"As a membership-based organisation, we consistently strive to meet the needs of our members and provide exceptional customer service," said Mick Furlong, Information Technology Director, Vhi Healthcare. "Recognising the importance of a complete master data management platform, we reviewed many products and ultimately selected Siperian for its superior technology and flexible, integrated approach. The experience level of their European team and the product's ability to provide the fastest time to value solidified our decision."

Vhi Healthcare plans to deploy Siperian MDM Hub in stages to quickly streamline member communications and continually improve end-to-end customer experience—a critical factor for continued growth. The company plans to extend the use of Siperian MDM Hub for online and self- service systems to provide improved access to members and healthcare professionals.

"Insurance companies have complex business requirements that demand accurate views of customers, hierarchies and product offerings across all accounts and product lines," said Robin Bloor, Founder and Research Director, Bloor Research and creator of the blog HaveMacWillBlog.com. "Siperian's flexible architecture caters for all types of master data. It will enable Vhi Healthcare to enhance customer service, reduce costs associated with claims processing and proactively provide customers with guidance on their insurance needs and claims status."

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