Case Study: Menzis achieves faster customer response and improved client experience with OpenText Transactional Content Processing

Menzis Improving the Client Experience with OpenText ECM Suite, Transactional Content Processing

Menzis, one of the four largest health insurers in the Netherlands with over 2 million members, faced slow, paper-driven customer service: call-centre staff often lacked quick access to related documentation, forcing clients to speak with multiple agents or wait for answers, which hurt customer satisfaction and employee morale.

By deploying OpenText ECM Suite with Transactional Content Processing, roughly 600–700 users across customer service, care management and policy teams gained instant, case-centric access to all client information. The result: faster, more accurate responses, reduced wait times and complaint handling, higher call volumes handled, a 360° view of claims, improved client relations and stronger employee morale as routine tasks became automated.

Menzis

Margreet Schans

Manager of Document Management