Case Study: DAK‑Gesundheit achieves member‑centric retention and 65% lift in contextual offers with Pegasystems

DAK Transforming to member-centric insurance

DAK, one of Germany’s largest statutory health insurers with about six million members and over 245 years of history, faced rising competition and member mobility (members can switch providers every 18 months). Data lag, manual processes and decentralized strategies kept DAK from delivering proactive, personalized service and threatened retention goals.

DAK implemented Pega’s Customer Decision Hub and launched a “next‑best‑customer” initiative to score churn risk, CLV, engagement history and past responses in real time, giving agents a one‑click view of the member profile and recommended retention offer while capturing all interactions centrally. The program drove a 65% increase in contextual retention offers, daily updates to the data mart and contact strategies, and improved calling efficiency, transparency and GDPR compliance.

DAK-Gesundheit

Marcus Storbeck

Project Leader