Vlaams & Neutraal Ziekenfonds
VNZ is the Flemish neutral health insurance fund and we distinguish ourselves from the other health insurance funds in Flanders in the following areas
We are first and foremost a customer-oriented and social organisation that wants to offer a friendly, fast and high-quality service, opting for a small scale and a good price-quality ratio. Pre-covid, we did not work on appointments at all, except for some services that occasionally booked appointments from their personal agenda.
During the beginning of the lockdown, before we used Pexip Engage, two people centralised all mails and phone calls and then booked the appointments for all our offices in excel. A sub-optimal, nonprofessional process.
Therefore, we started looking for a solution to optimise this process and to offer a better customer experience and that's how we ended up with Pexip Engage. In Q4 2020 we went live with Pexip Engage for the social work service and all our office appointments.
All onboarding milestones were delivered on time or even sooner than expected, so we are delighted with Pexip Engage. The personal enthusiasm of the Pexip Engage team pleasantly surprised us and was an excellent start to our cooperation.
Today, we use Pexip Engage on our website. When people email or phone us for an appointment, we use the plug-in to set up an appointment with the right employee internally immediately. Employees also use the Pexip Engage application to consult appointments, change them, assign them to someone else or cancel them.
Thanks to the user-friendly design and usability of the web plug-in and the web application, our employees quickly embraced Pexip Engage. Even those who are somewhat averse to new tools and processes. In addition to our office network, we also want to expand our digital accessibility by offering video appointments.
The integrated Pexip Engage video platform is an immense added value to provide a consistent brand experience for our customers even when organising virtual meetings.