Arvato Systems optimizes customer communication with AOK Niedersachsen

• Arvato Systems and AOK Niedersachsen are taking customer communication to a new level with the implementation of the Omnichannel Contact Center (OCC)
• The solution enables seamless digital communication across various channels

Arvato Systems has gained AOK Niedersachsen as a new customer. With the implementation of a modern Omnichannel Contact Center (OCC), AOK Niedersachsen’s customer communication is being fundamentally redesigned. Through this initiative, the statutory health insurance company is working with the IT service provider to create a comprehensive ecosystem of digital services and offer insured persons optimal access to information and support.

In order to further improve the advice provided to insured persons and to be a reliable point of contact on all relevant channels, AOK Niedersachsen will in future link its already established communication services even more closely with each other. Numerous services will be specifically developed and intelligently linked – from the provision of information and data uploads to data security. At the same time, intelligent and secure networking will be enabled for AOK employees in the backend, avoiding media breaks and ensuring consistent communication. The goal is to create a seamless and convenient user experience.

“We are delighted to be supporting AOK Niedersachsen in the digital development of its customer communications,” says Klaus Fetzer, Managing Director for the Healthcare and Public Sector at Arvato Systems. "With the new omnichannel platform, we are bringing our expertise to bear in the application layer of statutory health insurance, thereby demonstrating our capabilities. This project also deepens our partnership with Amazon Web Services and expands our portfolio in the area of customer management with the Amazon Connect product."

In addition, the omnichannel platform will be equipped with integrated AI models, taking into account the regulatory framework, in order to further increase efficiency and optimize communication. Elke Stump, Managing Director of Corporate Development at AOK Niedersachsen, explains: “Our customers are at the heart of everything we do. With this innovative solution, we are specifically strengthening the digital service competence of AOK Niedersachsen and creating a modern, user-friendly communication platform that meets the growing demands of our insured members.”

Marcel Füchtenhans, Head of GKV Area at Arvato Systems, adds: “I grew up with statutory health insurance and know both sides – the challenges faced by health insurance companies and the opportunities offered by digitalization. For me, people are always the focus. That’s exactly why I’m so excited about this project – because, in the end, it’s all about the insured.”

The collaboration between Arvato Systems and AOK Niedersachsen will further advance the digital transformation in healthcare. With this forward-looking development, AOK Niedersachsen is strengthening its existing position and enabling its insured members to enjoy even more user-friendly, efficient, and secure customer interaction. Building on proven structures, the existing offering is being modernized in a targeted manner to meet the increasing demands of modern customer interaction. With this project, Arvato Systems is further expanding its role as a competent IT partner in the healthcare sector and paving the way for sustainable digital development within the AOK organization.