Bupa joined hands with Survey2Connect in 2017. They used the platform to capture, analyze, track, and act on customer feedback. This helped them getting deep, meaningful customer insights in real time.
Bupa also implemented ‘Enterprise Feedback Management‘ system with help of Survey2Connect. This enabled reaching out to the customer at various touchpoints and having a closed loop feedback system.
EFM was launched in BA in Q3 2017. It is used by Marketing, TQM, HCO, and HR for collecting feedback. EFM has built-in Ticket Generation system to effectively respond to Detractors / Dissatisfied customers. We also used SMS, Emails, Apps, Telephonic, and other channels to collect feedback.
With EFM, Bupa have ran various CX projects to reach out to their customers at every touchpoint. CX has been managed during claims, in patients and out patients, hospital services etc. They have improved and tracked employee engagement at the same time through S2C’s Employee Experience product.