Eight major health insurance companies, such as the AOK Nordost, already work closely with us.
Digital communication in the service center of health insurance companies
Proactive supply of customer needs
Dear General Managers, Customer Service Managers and IT Managers. Dear people responsible for digital communication and innovation management,
did you know that in Germany and Switzerland, around 11% of GDP is spent on healthcare. Despite this, both countries are among the laggards in the digital health country comparison. Various trade associations in the industrial healthcare industry have joined forces to form the eHealth Allianz in order to make Germany the e-health location. We want to support this goal and take you on a journey through the service center of modern health insurance companies. But first, we need you to ask yourself the following questions:
- How well does your health insurance company carry out its service mandate in digital communication?
- How does your health insurer become a trusted advisor and companion to insured persons and potential new customers?
- How do your customer service representatives proactively draw attention to the latest offers without violating guidelines?
- How focused is your health insurance company on customer satisfaction and customer loyalty?
- What motivates insured persons to contact and interact with your health insurance company?
- Why should people switch to your insurance company? Are there only cost advantages, or do you also offer performance advantages in customer service?

For good reasons: Trust Cisco and Bucher + Suter
From numerous service center projects with public health insurance companies, Cisco and Bucher + Suter have gained practical experience in over 20 years and have developed solutions exactly for your needs. As your trusted partner, we work with you to overcome the challenges on the way to e-health!
With the Cisco and Bucher + Suter health insurance initiative, you have the unique opportunity to introduce your service center to precisely these topics and position it at the forefront of e-health.
Your navigation menu
- Contact channels and AI bots
Bundle contact channels so that your customers can reach you with any contact channel and at any time. In addition, automate administrative and recurring requests and business processes with AI bots.
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- Accessibility management and omnichannel routing
Your inquiries are answered in the best and fastest way possible.
Read more
- Unified user interface and desktop strategy
Barrier-free for customer advisors, end-to-end reporting.
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- Integration of specialist departments
Integrate all your desired employees into the same application.
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- Supervisor Management
Centralized, barrier-free and web-based control of the service center through intuitive supervisor management
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- Analytics with Microsoft Power BI
Uniform and continuous reporting and analysis of all desired KPIs.
Read more
- Unified communication with Cisco Webex
State-of-the-art, seamless and secure team communication from anywhere with Cisco Webex.
Read more
- Work securely from home,
The abrupt shift to working from home has created a number of security challenges.
Read more
- Private Cloud GDPR compliant
Free yourself from the overhead of running your own IT operations..
Read more
Contact me for more information!

Matthias Rose
Senior Consultant for Service Center Integrations
For over 20 years in business, I listen with intent to understand your challenges, and strategically approach them, together with you. I enjoy great trust from prestigious clients in the healthcare market. In my personal life, my family comes first, and I like lots of outdoor exercise.
Email: matthias.rose@bucher-suter.com
Tel: +49 6251 8622 632
LinkedIn: www.linkedin.com/in/matthias-rose/
Whether in the background or tangibly on site: Bucher + Suter's uncomplicated and approachable manner, their quick and appreciative support and willingness to help, have made a great impression on the colleagues in our Service Center.
Contact channels and voice/chat bots
Communication between customers and health insurance employees costs money. In order to use your service center as efficiently as possible, it makes sense, especially for new customer acquisition and complex inquiries, to use human communication and relationship levels rather than AI bots. With our solutions, you offer your customers modern ad hoc communication via the mobile contact channel of their choice. In addition to phone, email and chat, all other channels such as video and WhatsApp or work orders from external organization management systems are integrated with uniform unified routing, reporting and agent desktop functions.
However, chatbots can be very helpful in answering simple and recurring inquiries efficiently, competently, and immediately. Artificial intelligence relieves the workload on customer advisors and case managers, and customers are served around the clock without any additional effort.
Ask Matthias Rose for specific studies and offers!
Accessibility management and omnichannel routing
Insured persons are approaching health insurers via increasingly new communication channels with a wide range of concerns, for example via email, social media or web chat. If inquiries are not answered satisfactorily in a reasonable amount of time, customer satisfaction drops and companies run the risk of losing the customer to a competitor. How can a health insurance company keep up with this flood of data coming in and out via a wide variety of communication channels? With an end-to-end routing strategy tailored to its demands.
Routing strategy
Calls, emails, chats, etc. are bundled and forwarded to the responsible customer consultant. If the customer consultant is not available, a predefined substitute arrangement with flexible request distribution is used. Ensuring and improving availability through intelligent routing and load balancing between the branch offices in the event of technical faults or unusual load situations.
Advantages of omnichannel routing
- Simplified operation of service center systems with many dial-in numbers.
- Few master call flows in the system. Each service number or email address defines one instance of the master call flow.
- The operation and support of the system is massively simplified because the call flows are standardized.
- When creating new service lines, only one additional line has to be defined in the database with all associated parameters.
Ask Matthias Rose for specific studies and offers!
Unified user interface – desktop strategy

Connection of ERP systems and CRM in the agent desktop of Cisco Finesse.
Media-disruption-free technologies facilitate communication and reduce administrative effort. Your service center receives hundreds of customer requests a day and wants to process them accurately. With Finesse, data from your ERP or CRM is quickly available. All relevant customer information is provided in the customizable “Agent Cockpit” to process the requests holistically and successfully. All customer service agents, case workers, and case managers should work with the same end-to-end designed and unified communication solution.
Advantages
- Easy handling
- Less personnel expenditure
- Support of the specialist department in case of overload
- Uniform reporting
- Central availability status
- Provides transparency and improves the availability of employees
- Helps meet service level requirements across all channels
Barrier-free
Whether working in CRM or Finesse, media-disruption-free and browser-based communication automatically leads to improved customer experience. Of course, the use on a wide variety of devices (smartphone, tablet, laptop, phone) is barrier-free.
Find out more about Cisco accessibility HERE.
AOK Nordost is ushering in the new era in customer service thanks to state-of-the-art service center technology. With the goal of building a flexible, scalable and highly available service center platform while reducing fixed costs, Bucher + Suter is writing another part of its success story together with AOK Nordost.
Integrate the back office and compensate for overloads
During normal operation, the service center often has customer consultants on duty who are not working to full capacity. When there is an overload, the opposite happens. In addition, specialists who are ready to help are occasionally overloaded by queries from customer consultants. Cisco and Bucher + Suter respond to the workload imbalance and the monitoring problem with a special offer: a virtual service center across all locations up to the specialist departments. Case managers and administrators receive the same license as customer consultants, but at considerably lower prices due to smaller call volumes.
Ask Matthias Rose for specific studies and offers!
Supervisor console and administration
Become the master of your business processes with centralized control and location-independent operation.
The barrier-free and web-based supervisor management console (SMC) serves as the central control element for administration and configuration in the daily operation of the service center. With minimal installation effort and location-independent operation, health insurers can define opening hours, modify announcements and make routing adjustments themselves. Learn more about SMC on the product page HERE.
Ask Matthias Rose for specific studies and offers!
Analytics with Microsoft Power BI
b+s CCBI is a business intelligence solution based on Microsoft's Power BI for the Cisco Contact Center Enterprise (CCE), available on-premise, hybrid or from the cloud. Finally, service center data is viewed holistically. Selected values interact across diagrams to show selected problem areas at a glance. Groupings of organizations, locations and languages become a breeze with Power BI. For more information on Power BI, click HERE.
Identify repeated calls within an analysis of individual customer contacts using ANI (automatic number identification). Power BI's state-of-the-art visualization methods include geographic map charts and advanced calculation methods, for example, to identify trends in addition to the usual charts. In addition, the Power BI Marketplace offers a further suite of useful charts from third party developers.
Advantages
- Holistically prepared service center data, for any analyses.
- Visualized and fast filtering of all available data.
- Self-service reporting thanks to business relevant groupings.
- Intuitive UI, comprehensibility and flexibility.
- Filigree measurement of smallest entities with all their global relationships.
- Shared use on various devices possible (mobile, remote work).
- With the add-on variant, no additional server performance and storage space is required.
Reports für CUIC
These reports can be used as a potential basis for Power BI
It's all about data – with b+s Reports for CUIC, we offer you a sophisticated and ready-to-use reporting tool as an add-on for Cisco's Unified Intelligence Center (CUIC). Pre-built and powerful templates allow you to effortlessly create comprehensive reports and derive operational insights and the corresponding actions.
Go to the product page HERE
Ask Matthias Rose for specific studies and offers!
Unified communication with Cisco Webex
With Cisco Webex, insurance companies put their power to work and save time at every meeting!
Designed to break down barriers and connect people to do exceptional work – from anywhere. Seamless collaboration, intelligent hybrid work experiences, and smart customer experiences with built-in security, privacy, and insights enable 10 times better experiences.
The collaboration platform for working from home is designed to scale quickly and securely across the enterprise.
Work at the highest level, even in your remote offices, with high-quality video, whiteboard presentations, and AI capabilities.
With a rapidly deployable cloud call center solution, your agents can be working from home in less than five days.
Benefit from management, analysis, troubleshooting, and protection of your collaboration devices and services across the enterprise.
Ask Matthias Rose for specific studies and offers!
Work securely from home
With the abrupt shift to work-from-home, a number of security challenges have arisen that make it difficult to keep your business running in an entirely new environment or on a larger scale. It places an unforeseen burden on your security and IT teams who must provide rapid support for an unprecedented number of remote workers and their devices – all without compromising security. The Cisco Secure Remote Worker solution brings together scalable user and device protection, making it easier for you to verify, provide secure access, and protect remote workers from threats anytime, anywhere. Learn more on the product page HERE.
This integrated solution helps you accelerate business success with interoperable security features and the power of Cisco Duo, AnyConnect, Umbrella, and AMP for Endpoints.
Cisco Secure Remote Worker is part of the Cisco SecureX platform and meets current and future security requirements.
Ask Matthias Rose for specific studies and offers!
Private cloud compliant with GDPR

Free yourself from the overhead of running your own IT operations. Devote yourself entirely to the further development of your services, the introduction of new contact channels and services, and the optimization of your customer contact strategy. Benefit from stable and secure platform operation including all maintenance with automatic updates and upgrades in our cloud operating environment. All solutions are available from the secure cloud.
With the flexible Cisco Contact Center architecture, you benefit from uniform functions, tools and interfaces – regardless of whether you implement the solution on-site in your own data center, in our secure cloud environment or even in a mixed-hybrid architecture. For example, the operating model can be changed at any time later, even for individual countries, without your employees even noticing. A real advantage when selecting technology today if your solution is still to meet your operational requirements in a few years’ time! HERE you will find the b+s Cloud product page for more information.
Ask Matthias Rose for specific studies and offers!