Case Study: Benenden Health modernises member service delivery with Sabio and Genesys Cloud CX

The healthcare mutual boosts productivity and personalisation in award-winning digital transformation project with Sabio Group

Benenden Health, the healthcare mutual serving a rapidly growing membership base, needed to modernise its customer contact operations to keep pace with rising demand, a broader mix of engagement channels, and the need to integrate data more effectively across systems. The organisation also wanted a more efficient, future-proof platform that would improve the member experience while meeting strict regulatory requirements.

Sabio implemented a cloud-based Genesys Cloud CX solution for Benenden Health, unifying phone, email, chat, text and social interactions on a single platform and adding tools such as SMS, screen-sharing and Workforce Engagement features. With Sabio’s help, Benenden Health also introduced Scorebuddy QA scorecards, saving 0.9 FTE through automated monitoring, while achieving consistent member satisfaction scores of 8.8/10, improving first-contact routing, and completing the transition in under six months with no disruption to operations.

Benenden Health

David Spencer

Senior Project Manager