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Enhancing Growth Through Innovation and Transformation: Sanitas's Journey

Discover how Sanitas Health Insurance has transformed through innovation and personalization to build trust and credibility in the healthcare industry. Gain insights on lessons learned and the importance of data-driven decision making.

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Enhancing Growth Through Innovation and Transformation: Sanitas's Journey

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  1. Enhance growth through innovation and transformation • From touchpoints to trustpoints – a major journey • Otto Bitterli, Chairman of the Sanitas board of directors • Health Care Insurance Conference Berlin, Titanic Gendarmenmarkt, 24 March 2017

  2. Content • Sanitas Health Insurance • Sanitas’s transformation • Transformation = trust + vision + time • Personalisation: chance and responsibility • Credibility andemployerbranding • Lessons learned Health Insurance Conference

  3. Sanitas Health Insurance –a non-listed financial service provider 804,000 customers 800 employees(primarilywor-king with physi-caldocuments) Premium volume of CHF 2.6 billion No Sanitas-owned external sales team Winner of multiple innovation awards Established as a foundation in 1958 Specificbusinessmodel: “back office” of private insurers Transformation journey began in 1996: We have been searching for a new business model since the introduction of the new Swiss health insurance law allowing for some degree of competition. Health Insurance Conference

  4. Sanitas’s transformation (1/3)Environmental factors SharingEconomy Share-holderValue Eco-system Ego-system Trust-point Touch-point Collabo-ration New technologies (and competitors) are changing the customer relationships and business models of health insurers. Competi-tion Health Insurance Conference

  5. Sanitas’s transformation (2/3)Major steps Integration ofDBM into business Digital Business Model (DBM) IT outsourcing 2017 “Orientation” Online sales(incl. eITand eMarketing) Sanitas 3.0 2016 2014 2015 2013 2012 Our vision: Transformation from a public health insurer to a private digital insurer. 2011 Health Insurance Conference

  6. Sanitas’s transformation (3/3)Transformation of Sanitas Health Insurance 2009 2006 2015 • TrustSimplicityReal-time Health Insurance Conference

  7. Transformation = trust + vision + time (1/2) Digital private insurer (vision) Trust Health insurance Icons made by Freepik from www.flaticon.com Icon made by Freepik from www.flaticon.com 1958201x Customers, partners, and employees do not trustwords.Theytrustactions. Health Insurance Conference

  8. Transformation = trust + vision + time (2/2) Belief and trust (quality and security) in customer-owned data Regulatory and operational excellence Added value for customers and partners Vision Trust • Trust isthefoundation of change, i.e., sustainable company performance. Health Insurance Conference

  9. Personalisation:chance and responsibility (1/2) Data Recurrent trustpoints(Personalisedservicesandproducts) Detachedtouchpoints(Volume & retail) Real-time customerinteraction becomes thestartingpointof real-time insurance products and the coreof digital insurers – but demands an agile IT infrastructure, customer-centricity, and specific know-how. Health Insurance Conference

  10. Personalisation:chance and responsibility (2/2) Good Morning Silvia! How can I help you? How do you know my name? That scares me… Icon made by Freepik from www.flaticon.com Data is power, but only if data generates added value, and people – customers and employees – are able to access, understand, and apply the data. Health Insurance Conference

  11. Credibility and employer brandingExternaland internal trust Consistency Reliability Commitment “The toughest thing about the power of trust is that it’s very difficult to build and very easy to destroy. The essence of trust building is to emphasize the similaritiesbetween you and the customer.” Thomas J. Watson Sincerity Competence Integrity Health Insurance Conference

  12. Lessons learned • Trustis the foundation of change – customers, partners, and employees trust actions not words • Data-based working requires belief and trust (quality and security) in customer-owned data • Real-time customer interaction becomes the starting point of personalised products – but demands an agile IT infrastructure, customer-centricity, and specific know-how • Data is power, but only if added value is generated and people are able to access, understand and apply the data • Regulatory and operational excellence and employer branding are essential for sustainable transformation Health Insurance Conference

  13. Thank you for listening. Health Insurance Conference

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