Case Study: Versicherungskammer Bayern achieves a fully automated, real‑time customer‑centric transformation with InMoment

Fully Automated Customer Experience Solution Supporting the Transformation into a Customer-Centric Firm

Versicherungskammer Bayern (VKB), one of Germany’s largest public insurers, set out in 2015 to become a fully customer‑centric organisation by measuring and improving satisfaction across the end‑to‑end customer journey. The challenge was to capture event‑specific feedback across eleven identified journeys and dozens of touchpoints, integrate data from multiple internal systems, trigger timely surveys through different channels, and scale to tens of thousands of invitations daily while keeping data hosted in Germany.

VKB implemented a fully automated InMoment (MaritzCX) CX platform that consolidated operational and survey data via common identifiers, provided real‑time dashboards and role‑based reporting for 300+ users, offered self‑service analytics, automated text/sentiment analysis and case management triggers. The phased rollout produced double‑digit survey response rates, gave teams actionable, timely insights that are discussed in daily stand‑ups, and enabled targeted process and cultural changes that improved understanding of—and responsiveness to—customer needs.

Versicherungskammer Bayern

Holger Dahl

Marketing Strategy Director