Case Study: Nationale Nederlanden achieves 105% effectiveness and 70% efficiency with Verint Systems

Nationale Nederlanden - Customer Case Study

Nationale‑Nederlanden, the largest insurer in the Netherlands with over six million customers, launched a 2019 change program in its corporate claims back office to address high and unpredictable workloads, small specialist teams that became vulnerable during peak times, and a lack of visibility into team competencies and capacity — issues that left the function inflexible and unable to reliably meet SLAs.

The insurer implemented Verint Operations Manager (formerly Work Manager) in a 20‑week project, integrating it with Salesforce, mapping processes, training managers and staff, and introducing real‑time workload reporting and forecasting. The solution improved planning and task distribution, reduced handling times and enabled redeployment of resources, raising effectiveness from 75% to 105% and efficiency from 50% to 70% while giving managers clear control and visibility over back‑office work.

Nationale Nederlanden

Xander van der Poel

Change Manager