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Implementation of Advanced Content Management System for Enhanced Customer Experience in Health Insurance
  1. case
  2. Implementation of Advanced Content Management System for Enhanced Customer Experience in Health Insurance

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Implementation of Advanced Content Management System for Enhanced Customer Experience in Health Insurance

sourceved.com
Insurance
Health & Fitness
Financial services

Challenges in Content Management and Customer Retention

The client faced difficulties managing a high volume of content across multiple platforms, lacked streamlined workflows for claim management, and required a modernized digital experience to retain customers in a competitive market.

About the Client

A leading UK-based health insurance provider offering private medical insurance to the UK market with over 1 million customers, seeking digital transformation to improve operational efficiency and customer retention.

Key Goals for Digital Transformation

  • Streamline content management processes for operational efficiency
  • Enhance user experience through responsive and interactive digital interfaces
  • Centralize knowledge management for consistent customer support
  • Support multi-site operations with scalable infrastructure
  • Improve SEO performance and online marketing capabilities

Core System Functionalities

  • Process-Oriented CMS for content and claim management
  • Content Approval Workflow automation
  • Single Knowledge Base for customer self-service
  • Multi-Site Support with unified administration
  • Single-Click Page Development for static content
  • Responsive Web Design for cross-device compatibility
  • Interactive Widgets for user engagement
  • Web Analytics Integration for SEO optimization

Technology Stack Requirements

SiteCore 6.6
ASP.NET MVC
Microsoft SQL Server 2012
HTML5
CSS
jQuery
AngularJS
TFS

System Integration Needs

  • E-commerce Payment Gateway Integration

Non-Functional Requirements

  • Scalability to handle 1 million+ customer interactions
  • High-performance content delivery with <2s load times
  • Enterprise-grade data security and GDPR compliance
  • Cross-browser compatibility (Chrome, Firefox, Safari)
  • 99.9% system uptime SLA

Expected Business Outcomes

Implementation will reduce content management overhead by 40%, increase customer retention through improved digital engagement, achieve 30% faster claim processing cycles, and enhance SEO visibility by 50% through optimized web architecture.

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