How SegurCaixa Adeslas Automated 85% of Customer Interactions in Just 2 Months
In just 8 weeks, SegurCaixa Adeslas transformed how it manages customer communications by automating 85% of interactions through WhatsApp. With a scalable, intuitive experience powered by Hubtype, the insurer reduced phone traffic, improved satisfaction, and set a new benchmark for CX in health insurance.
AUTOMATED INTERACTIONS
call reduction
About SegurCaixa Adeslas
Partially owned by Grupo Mutua Madrileña and CaixaBank, SegurCaixa Adeslas leads Spain’s health insurance market with nearly 30% market share and over 42% in dental insurance. It is widely recognised for high-quality, comprehensive care with a medical network of 50,000+ professionals, 1,630 associated centres, and 188 dental clinics.
Still, scaling that reputation while keeping pace with customer expectations required a strategic shift.
Problem overview
The company’s customer service model relied heavily on traditional channels like phone and email. Despite having a self-service option on its website, 99% of interactions still came through these manual channels, generating high operational costs and long wait times.
For time-sensitive tasks like booking or modifying dental appointments, the process was slow and resource-intensive. The team needed a scalable solution that could automate complex interactions without compromising experience.
Goals
SegurCaixa Adeslas set out to improve operational efficiency by automating key service workflows, starting with dental appointment management. The objective was to provide a faster, more convenient experience for customers without compromising on service quality. At the same time, they aimed to maintain high levels of customer satisfaction throughout the transition to a digital-first model. With WhatsApp identified as the preferred channel among their customer base, the company saw an opportunity to build a more accessible, scalable and user-friendly service model. To bring this vision to life, they partnered with Hubtype.
Short heading goes here
Heavy reliance on traditional channels
99% of interactions happened over the phone or via email: inefficient, time-consuming, and costly.
Complex appointment workflows
Booking, cancelling, or modifying appointments was handled manually, which slowed response times and overloaded agents.
Pressure to maintain satisfaction
The team needed to modernise fast without disrupting the customer experience they were known for.
Diverse, multilingual customer base
Any new solution had to accommodate customers in multiple languages seamlessly.
Short heading goes here
Hubtype proposed a tailored WhatsApp-based conversational app to automate appointment management while keeping the experience user-friendly and accessible. Implementation began in late 2022 and was completed in just two months. Key components included:
Conversational appointment app
A conversational app on WhatsApp was designed to handle dental insurance appointments. Customers were redirected from the IVR to WhatsApp, where they could easily book, modify, or cancel appointments without making a phone call.
85% automation rate
The app automated interactions including FAQs, coverage queries, and rescheduling workflows. Complex inquiries were handled quickly and with high accuracy.
Visual and user-friendly interface
Thanks to integrated graphical elements and webviews, the interaction flow is intuitive, seamless, and accessible for all types of users.
Google Analytics integration
The system was integrated with Google Analytics to track key metrics like booking rates and CSAT, enabling ongoing service improvements.
Agent handoff
When automation wasn’t enough, the app enabled smooth transitions to human agents without losing context.
Multilingual support
To serve all customer segments, the solution included full multilingual capabilities.
Short heading goes here
Most queries were automated, including the booking and handling of dental insurance appointments and FAQs, which dramatically reduced manual workload, freeing agents to focus on high-value cases.
Less calls and more efficiency thanks to IVR call deflection to WhatsApp. Phone traffic was significantly reduced, easing pressure on contact centres.
Customer satisfaction exceeded expectations, proving the transition to messaging was not just efficient, but well received.
Setting new standards
SegurCaixa Adeslas’s collaboration with Hubtype exemplifies the transformative power of digital solutions in the insurance industry. By integrating WhatsApp and automating key processes, SegurCaixa Adeslas not only improved service delivery but also set a new benchmark for customer interaction in health insurance. This successful collaboration proves that with the right technology and a strategic approach, companies can achieve significant efficiency gains and elevate the customer experience.
Join the leaders of the industry
Contact our sales team and we can prepare a personalized demo for the use case, queries and channels you need.