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SUCCESS STORY — VIASANTÉ

ViaSanté — Auditing the customer experience and mapping the customer IT roadmap

ViaSanté asked KPC to audit its customer experience processes and its IT tools, through to the roadmap for its customer IT estate.

CRM

Data Governance

Customer journey · Marketing Automation

CRM

Digital BU

The impact in numbers

18

Months of project

150

CRM users

7

Consultants

The impact in numbers

18

Months of project

150

CRM users

7

Consultants

The impact in numbers

18

Months of project

150

CRM users

7

Consultants

RESULTS

Three concrete results for ViaSanté

A deep understanding of the current customer experience

Thanks to the audit and the analysis KPC carried out across the various departments.

Three concrete results for ViaSanté

A clear roadmap and concrete actions

ViaSanté has a strategic and operational view, and defined actions to improve the customer experience, the processes and the tools.

Three concrete results for ViaSanté

A target architecture defined

A clear view of the future customer information system.

RESULTS

Three concrete results for ViaSanté

A deep understanding of the current customer experience

Thanks to the audit and the analysis KPC carried out across the various departments.

Three concrete results for ViaSanté

A clear roadmap and concrete actions

ViaSanté has a strategic and operational view, and defined actions to improve the customer experience, the processes and the tools.

Three concrete results for ViaSanté

A target architecture defined

A clear view of the future customer information system.

RESULTS

Three concrete results for ViaSanté

A deep understanding of the current customer experience

Thanks to the audit and the analysis KPC carried out across the various departments.

Three concrete results for ViaSanté

A clear roadmap and concrete actions

ViaSanté has a strategic and operational view, and defined actions to improve the customer experience, the processes and the tools.

Three concrete results for ViaSanté

A target architecture defined

A clear view of the future customer information system.

Background & core challenges

Winning and retaining customers online, starting from a precise picture

ViaSanté, the health insurer of the AG2R La Mondiale group

ViaSanté wanted to audit its customer experience processes and its IT tools to take stock of where it stood, map the target roadmap and identify the actions to take.

Improve customer acquisition and grow average revenue per customer

Become a major player in online B2B and B2C subscription

Audit the customer experience processes and the existing IT tools

Identify the actions to take to improve the customer experience

Background & core challenges

Winning and retaining customers online, starting from a precise picture

ViaSanté, the health insurer of the AG2R La Mondiale group

ViaSanté wanted to audit its customer experience processes and its IT tools to take stock of where it stood, map the target roadmap and identify the actions to take.

Improve customer acquisition and grow average revenue per customer

Become a major player in online B2B and B2C subscription

Audit the customer experience processes and the existing IT tools

Identify the actions to take to improve the customer experience

Background & core challenges

Winning and retaining customers online, starting from a precise picture

ViaSanté, the health insurer of the AG2R La Mondiale group

ViaSanté wanted to audit its customer experience processes and its IT tools to take stock of where it stood, map the target roadmap and identify the actions to take.

Improve customer acquisition and grow average revenue per customer

Become a major player in online B2B and B2C subscription

Audit the customer experience processes and the existing IT tools

Identify the actions to take to improve the customer experience

Our approach

From audit to roadmap, a customer-centred transformation

Audit & diagnosis

A diagnosis of the customer experience

Working with several departments: IT, Research and Development, Marketing, the Customer Relationship Centre and Sales. Diagnosing the processes and the customer relationship experience.

Audit

Customer experience

Journeys & personas

Target customer journeys

Defining the target customer journeys and the personas, to identify the different types of customer and their specific needs, with an analysis of the impact on the projects and the information system.

Customer journey

Personas

Architecture & roadmap

A target architecture and a customer IT roadmap

Defining the target architecture (single customer reference, ETL/ESB, Data Catalog, MDM) and building the roadmap for the customer, data and CRM IT estate. KPC then supports the project and the transformation, including change management.

Single customer reference

MDM

Data Catalog

ETL/ESB

Our approach

From audit to roadmap, a customer-centred transformation

Audit & diagnosis

A diagnosis of the customer experience

Working with several departments: IT, Research and Development, Marketing, the Customer Relationship Centre and Sales. Diagnosing the processes and the customer relationship experience.

Audit

Customer experience

Journeys & personas

Target customer journeys

Customer journey

Personas

Architecture & roadmap

A target architecture and a customer IT roadmap

Single customer reference

MDM

Data Catalog

ETL/ESB

Our approach

From audit to roadmap, a customer-centred transformation

Audit & diagnosis

A diagnosis of the customer experience

Working with several departments: IT, Research and Development, Marketing, the Customer Relationship Centre and Sales. Diagnosing the processes and the customer relationship experience.

Audit

Customer experience