Case Study: Achmea Holding NV achieves rapid IVR consolidation and five-month ROI with Genesys App Automation Platform

Achmea Holding NV bringing everyone together

Achmea Holding NV, a leading Dutch insurer serving roughly half of Dutch households and about 12 million customers across six markets, had grown through acquisitions and inherited more than 50 contact centers with disparate IVR and telephony systems. That fragmentation created inconsistent customer journeys, high operational costs and slow change cycles (only six major releases a year costing roughly €500k), so Achmea needed a single IVR platform that would standardize the customer experience, let business users make changes, and deliver a fast ROI.

After a four‑week model‑office trial Achmea adopted the Genesys App Automation Platform to centralize telephony and migrate multiple IVRs onto one standardized platform. Using visual building blocks and self‑service tools, Achmea eliminated legacy systems, sped up IVR changes from months to days, freed IT resources, and now supports over 50 centers handling about 13 million calls a year with lower total cost of ownership and standardized customer‑journey reporting.

Achmea

Bert Boesveld

Architect CC Infra