Case Study: Versicherungskammer Bayern boosts customer satisfaction with InMoment

Versicherungskammer Bayern automates 10,000 daily customer surveys with InMoment

Versicherungskammer Bayern (VKB), a large German public insurer, aimed to transform into a customer-centric organization by deeply understanding and improving the entire customer journey. Their challenge was moving beyond classic satisfaction surveys to a systematic, holistic measurement of customer experience across multiple touchpoints and journeys, which required a fully automated and integrated solution. They partnered with the vendor InMoment and its SaaS CX platform to achieve this.

The solution implemented by InMoment was a fully automated customer experience platform hosted in Germany. It integrated operational data with real-time customer feedback, providing role-specific dashboards, self-service analytics, and a case management system for immediate follow-up. This enabled VKB to survey customers at scale, triggering up to 10,000 daily invitations. The results included a double-digit survey completion rate, mobilizing the entire organization to use feedback for continuous improvement in daily processes, ultimately driving a concrete, customer-centric transformation.

Versicherungskammer Bayern