Case Study: UWV boosts customer satisfaction with GX Software personalization

UWV boosts customer satisfaction by 22% with GX Software

UWV, an essential Dutch organization providing benefits and reintegration services, faced a challenge with its complex website. With over 2,500 pages serving a wide range of visitors, users struggled to find the information they needed, leading to frustration and increased pressure on customer service. To address this, UWV partnered with vendor GX Software and utilized the customer data platform BlueConic to implement a personalized digital experience.

GX Software, alongside BlueConic, designed and implemented key personalizations for UWV's homepage, service pages, and logout page. The solution tailored content to each visitor's specific situation, anticipating their needs and guiding them to relevant information. This approach delivered significant results, including a 22% higher visitor satisfaction rate, 13% fewer pages needed to find information, and up to 19x more clicks on personalized content.

UWV