Case Study: VNZ improves customer experience with Pexip Engage

How VNZ optimized their customer experience with Pexip Engage

VNZ, the Flemish Neutral Health Insurance Fund, needed a more professional and efficient way to manage customer appointments as demand increased during the lockdown. Before working with Pexip, two employees were manually centralizing emails and phone calls and booking appointments for all offices in Excel, creating a sub-optimal customer experience.

Pexip implemented Pexip Engage to streamline appointment scheduling across VNZ’s offices and social work services. The solution enabled staff to book, manage, reschedule, and cancel appointments through a web plugin and app, while customers received confirmations by email or SMS and could add bookings to their calendars; VNZ also plans to expand into video appointments. The result was faster onboarding, strong employee adoption, and a better, more consistent digital customer experience.

VNZ

Wouter Opdenacker

Head of Office & Telephony