Case Study: Lapperre achieves nearly 40% more efficient customer care with Cegeka

Lapperre is committed to optimize the managed care path for its customers with machine learning insights

Lapperre, a market leader in hearing care in Belgium, faced challenges in optimizing its managed care path for customers. The company had limited insights into the optimal moments to contact customers for hearing aid adjustments or renewals, leading to inefficient use of care provider capacity. To address this, Lapperre partnered with vendor Cegeka to leverage its data science expertise and machine learning capabilities.

Cegeka developed a machine learning model that analyzed numerous variables to rank customers based on their care needs. This solution allowed Lapperre to proactively invite customers for check-ups, replacing a random or chronological approach. The implementation resulted in a nearly 40% efficiency improvement in some scenarios, leading to more satisfied customers and better-utilized care providers. Cegeka's guidance was also crucial in helping Lapperre improve its underlying data quality and processes to make the model statistically relevant and sustainable.

Lapperre