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Transforming Digital Experiences for DAK-Gesundheit

Elevating customer experiences with the power of Conversational User Interfaces. 

3x

More website clicks

97.8%

Positive customer feedback

26

Language versions

20+

Years with CoreMedia

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Pioneering Healthcare: At the Forefront of Digital Innovation since 2003

DAK-Gesundheit, a leading German health insurance provider, has consistently led the way in the digitization of the healthcare industry. With a strong commitment to innovation and customer-centricity, DAK-Gesundheit has embraced the ever-evolving digital landscape to enhance the experiences of its 5.5 million insured members and its workforce of nearly 10,000 employees. 

For over 20 years, DAK-Gesundheit has been on a transformative journey with Monday Consulting as a trusted implementation partner and CoreMedia as its future-proof CMS to stay at the forefront of the latest internet and intranet trends. This journey has not only garnered remarkable customer feedback but has also established new benchmarks for user engagement within the healthcare sector. 

The CUI Revolution: Elevating Customer Experience

At the heart of this transformation lies Conversational User Interfaces (CUI). CUI redefines how users interact with websites, offering them a seamless question-answer experience. In 2020, DAK-Gesundheit embraced CUI, introducing 65 CUI processes and over 1,000 questions and responses. As part of the transition to a hypermodern new CUI, DAK-Gesundheit made the strategic shift from a self-hosted CoreMedia solution to a state-of-the-art CoreMedia Content Cloud Service solution, powered by CoreMedia and AWS.  

The impact was astounding: website engagement metrics surged, with a threefold increase in clicks. Moreover, an impressive 97.8% of customers provided positive feedback through more than 1 million reviews. This success story underscores the pivotal role of a customer-centric website in today's digital landscape. 

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Taking It to the Next Level: a truly User-Centric Website

The latest relaunch of the DAK-Gesundheit website has not only improved its functionality but has also greatly enhanced the overall user experience and accessibility. First and foremost, a more intuitive system provides users with precise answers and personalized topic recommendations. When users search for information, the website now understands their needs and tailors responses accordingly. This means that visitors can quickly find the information they're looking for, saving time and reducing frustration. In addition to personalized responses, the website's navigation has been reimagined with a question-answer structure that simplifies user journeys, making information readily accessible. For users seeking assistance, the Smart Communication Button streamlines the process, allowing them to easily get in touch through their preferred communication channel.   

Furthermore, the website has been optimized for mobile users with an app-like design, catering to the modern, on-the-go user. The issue of slow page loads has been addressed by integrating advanced web technologies, resulting in faster load times. 

Lastly, the implementation of a Headless Architecture ensures higher data privacy and security, reassuring users that their information is protected. 

These collective improvements reflect DAK-Gesundheit's dedication to making the website truly user-centric. By continuously enhancing the website's features and performance, it remains a valuable resource for their customers and a beacon of digital innovation in the healthcare industry.  

Charting Success Through Conversational Digital Experiences

The success story DAK-Gesundheit is a testament to the power of Conversational User Interfaces in enhancing customer experiences. Through a combination of a relentless focus on the user and cutting-edge technology, DAK-Gesundheit propelled into the digital forefront of the healthcare industry. At CoreMedia, our commitment to innovation and user-centric design drives our mission to transform digital experiences. Together with the strategic support of Monday Consulting, we're revolutionizing the future of digital experiences. 

As we continue to innovate and empower organizations to deliver exceptional digital experiences, we invite sales and marketing professionals to explore the possibilities of CoreMedia CMS. Elevate your customer experience, boost engagement, and achieve digital leadership with CoreMedia by your side. 

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Simple solutions

Content management system

Compelling content. 

Content management is a joy when functionality just works. Publish, repurpose and localize content across your digital channels. Visualize how your content will look with instant preview across devices and campaign scenarios.

Content management system

(Hybrid) Headless CMS 

Flexible and scalable.   

The freedom to innovate with hybrid headless architecture. Fully accessible code and over 150 pre-built connectors give developers the freedom to adapt and customize our DXP to create the perfect toolkit for you.

(Hybrid) Headless CMS

Digital Asset Management 

Maximize your media.   

All your media assets in a single, secure location with our built-in digital asset management tool. Search, find and share assets across the entire organization using customized keywords that make sense to you.

Digital Asset Management

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What you’ll get

  • Explore key features relevant to you
  • See how businesses like yours have grown with CoreMedia
  • Guidance on changing platforms like a pro
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Smart content management

Surprise and delight customers with iconic content everywhere, all the time.

  • Preview in-context before publishing
  • Unlock the power of your teams with workflow and scheduling
  • Keep it compliant with built-in DAM
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Personalized experiences

Nurture customers with personalized experiences at every opportunity.

  • Omnichannel customer targeting
  • Link customer data platforms to leverage audience insight
  • Integrate artificial intelligence driven hyper-personalization
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Inspirational commerce

Grow your business by connecting the buying journey and converting sales.

  • Built-in connectors for Salesforce, SAP, HCL, Elastic Path, Spryker and more
  • Integrate live product feeds at a global scale
  • Turn rich media into one click shoppable content 
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Elevate your digital experiences.

Choosing a CMS is a big decision. We’re here to help. Leave your details for a personalized consultation on how CoreMedia can tame the complex and help you realize your digital ambitions.

 

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How digitally evolved are you?

Evolution is adaptation to change. Will you survive?

Keeping up in a fast-paced digital world can be a struggle. Whether your business is still stuck in prehistoric times, or already fully-evolved, finding out where you fall on the Digital Evolution Model will help you stay competitive.

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Digital channels

Do you have a well-coordinated, multi-channel presence?

Yes, our content is everywhere all the time! Some is and some isn't. No, our content and data is all over the place.

Content teams

Are your content teams aligned, working together across departments and countries?

Yeah, we're like a well oiled machine! Kind of, but we still waste a lot of effort. No, the left hand doesn't know what the right is doing.

Data tools

Are your content, commerce and customer data tools integrated into a single toolkit?

Yes, we've got everything we need in a single software tool! Not really, we use multiple tools but they're not integrated. Defnitely not, our systems don't talk to each other at all.

Asset management

Is your brand content, product info and customer data all stored in one secure, globally accessible place?

Yes, we've got tight control of all our content and data. Some is and some isn't. No, our content and data is all over the place.

eCommerce

Can you merge brand content with commerce?

Yes, we seamlessly integrate ecommerce with our rich media content. We have commerce and rich content on the same sites, but they're not really integrated. No, our storefronts are completely separate.

Omnichannel marketing

Are your customer experiences seamless across desktop, mobile, apps and all other channels?

Yes, we are everywhere our customers need us to be! We have a good spread of channels, but not exhaustive. No, we focus mainly on desktop websites.

Campaigns

Can you update campaign content and product info across all your sites in minutes?

Yes, we can update our whole web estate at the touch of a button. It's ok, but could be faster. No, it takes an age to update all our sites.

Global control

Do you have global control of your content, with the flexibility to cater for local differences?

Yes, we can localize all day long without compromising global standards. Some control, but could be better. No, our content standards vary with no global oversight.

Personalized content

Can you personalize content so that your customers feel your sites are created just for them?

Yes, our content has the personal touch! Some personalization, but room for improvement. No. What's personalization?

Artificial Intelligence

Are you tapping into the power of artificial intelligence to turbo charge your customer experiences?

Yes, we're right at the leading edge of AI driven personalization! Not quite, but we're making plans. No, we don't trust robots!

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Stage 1: Fragmented: Multiple Channels

You’re a digital dinosaur!

You have a beautiful website, but with fragmented digital experiences, you run the risk of extinction.

It’s time to evolve.

Your audiences want a seamless experience, no matter what's happening behind the scenes. When your experience is different or difficult, it’s important to start with the basics, such as cultivating a holistic approach to online digital experiences. Realign your teams, platforms, processes, goals, and metrics around a comprehensive view of the online experience. Focus on the end-to-end customer journey cutting across channels, desktop and mobile.

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Stage 2: Integrated: Multiple channels

You’re a fish!

Signs of exciting life are starting to form. Your DX is responsive and adaptive but it’s not quite personalized yet.

Keep swimming!

The integration of your brand content across every touchpoint (website, online store, social media, emails, apps, point of sale) creates immersive experiences. These flagship sites combine content-rich brand experiences with immediate conversion capabilities. Business teams and marketing are closely aligned. However, while the digital experience is responsive and adaptive, it’s not yet personalized.

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Stage 3: Instant: Global expansion

You’re a crocodile!

You’re taking it global. Speed and scalability are key and just like a crocodile, you’re fast…but you’re clumsy.

Oh snap!

In this stage, the online digital experience becomes completely dynamic. You need content that is global, yet relevant, with plenty of local insights: Who is the user? Are they using a mobile phone? Is it raining where they are? Is it snowing? If it is, maybe they need warm, waterproof boots. All of this contextualized information creates a better user experience. With one global orchestration, you’re able to adapt everything, in whatever country or language you choose – while keeping turnaround times low. So keep evolving.

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Stage 4: Dynamic: Real time personalization

You’re a lion!

You’re reaching more customers in more countries and languages than ever before, and now you’re finally hunting and collecting info with precision.

But you can do more to keep your brand roaring!

As you graduate to the Instant level, you’re able to rapidly update everything - not just in one language and for one country, but in 20 languages and for 100 countries. Speed and scalability are key, driven by the need to roll out global campaigns in all languages and all touchpoints and make updates in minutes or hours, not weeks. But there’s still more to do to reach nirvana.

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Stage 5: Immersive: Elevated experiences

You’re Captain Content!

You’ve done it! You have opposable thumbs AND you’re saving the world with your seamless, elevated customer experiences.

You're a superhero in the digital space.

Your digital world and your physical world are blending together in the most complementary way possible. When shoppers visit your store, they’ll be greeted with their pre-selected products. Language changes dynamically depending on country of origin – it's like the whole store was set up just for your one specific customer.

In this final stage, your customer experience is truly immersive and superior, and your flagship store merges your physical and digital world into one, with a truly personalized individual experience.

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