Case Study: Helan keeps 800 employees customer-focused with Hello Customer

Helan raises CSAT 10 to 15% with Hello Customer

Helan, a major Belgian health insurer formed from a merger, needed to maintain its customer intimacy culture during a major organizational change. They faced the challenge of getting customer feedback in front of 800 employees and winning the confidence of managers to act on it, all while connecting insights to a clear financial business case. They turned to the vendor Hello Customer and its platform to solve this.

Using Hello Customer, Helan implemented short, qualitative surveys and routed feedback directly to team leaders for coaching. The solution provided key driver analysis and quarterly benchmarking reports. This resulted in a 10-15% increase in CSAT for their back office indemnity team within a year. Hello Customer successfully kept the customer intimacy culture intact, with 800 employees now actively using feedback in their daily work.

Helan