Case Study: UNIQA Hungary achieves a customer-centric culture and improved customer service with SAP SuccessFactors

How Can Understanding How Employees Really Feel Help Build a Customer-Centric Culture

UNIQA Biztosító Zrt. (UNIQA Hungary) set out to become the country’s number-one insurer for customer service and needed to build a customer-centric culture by understanding how employees really feel. To support this cultural transformation, UNIQA turned to SAP SuccessFactors and deployed the SAP Qualtrics Employee Engagement solution to capture employee sentiment and surface areas for improvement.

SAP SuccessFactors, with support from partner Adessa Group, enabled UNIQA to launch its first employee survey in two weeks and establish a regular cadence of surveys that produce reliable, actionable data. The solution helped UNIQA communicate its strategic vision, measure the impact of organizational changes, simplify and digitalize workflows, and empower managers to create targeted action plans—connecting employee insight with customer feedback (including insights from 100,000 customer survey responses a year) to boost engagement and customer service.

Uniqa

Ivan Sipocz

HR Director