Transforming Digital Experiences for DAK-Gesundheit

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. 

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. 

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.  

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.