Customer-focused services for the health and life science industry

Patients, insured persons, healthcare professionals or other experts in the health and life science industry - your target groups have high expectations. Sensitive data, urgent concerns, scarce resources or high economic demands on the one hand, and rapidly developing technologies and markets on the other. Whether data protection, compliance or industry-standard regulations such as GXP or ISO 13485 - meeting high regulatory requirements is mandatory in your field of action.

With more than 40 years of experience, as a strong partner, we help you to provide first-class, customer-oriented services in accordance with the most diverse requirements. We deliver high quality, innovative technologies and an empathic service successfully froma single source: from conception to implementation. Convince your target groups with an excellent service and set the course for your entrepreneurial success.

• Human communication & empathy: Especially in difficult situations, customers want to be accompanied with the right sensitivity. But even in everyday situations, the human factor is often decisive for an ideal service experience.
• Efficient processes: Customers do not want to explain their problems several times, but rather find simple and intuitive solutions for their concerns. Therefore, process steps and channels should not only fit the target group, but also run pleasantly and smoothly. A seamless documentation across the different channels is one of the most important requirements.
• Digitization through innovative technologies: Whether chat, telephone or contact form - customers always expect to be able to contact companies via the channel of their choice to find a quick solution. For this purpose, we use innovative technologies and artificial intelligence profitably and thus ensure fast, efficient processes. Three potential benefits: Increased efficiency in the service center, happier customers through a faster solution and increased accessibility while extending service times and languages.

Innovative technologies such as AI and automation have great potential - not only to make customer service processes more efficient, but also to increase quality, reduce costs and resolve customer concerns faster. Our in-house competence teams with specialists for IT infrastructure, digitization and service design develop service projects holistically. From problem definition to the development of tailor-made solutions to implementation and operational support - everything from a single source.

• AI solutions to optimize customer services, such as conversational AI, chatbots, voice bots, agent assist and live translation.
• Modular and quickly deployable solutions that can be integrated with different systems.
• The benefits: a positive customer experience, smooth service, fast and precise response to customer requests, high scalability and support for service experts
• Technological openness, trust and high standards are among our core values. Therefore, we use trustworthy and transparent AI technologies and cooperate, for example, with Aleph Alpha, a start-up for explainable and trustworthy generative AI. In this way, we ensure that you and your clients can benefit from the innovative power of generative AI without losing control over their data.
• With 40 years of experience, our own AI IT competence and high ethical guidelines, we are the ideal partner when it comes to outsourcing or digitizing demanding services.

Do you have any questions or interest? We would be happy to clarify the possibilities for your service after an individual assessment.

• Around 40 years of experience in developing and implementing technology-based services.
• Our service experts coordinate approximately 130,000 rescue teams every year and take care of people on the phone in critical and life-threatening situations.
• For over 20 years we have been serving customers, patients and insured persons of various health insurance companies
• High quality management through in-house training academy for the training of employees
• Global services 24/7 in up to 40 languages
• Certified security in IT and data protection as well as fully redundant data centers and high-performance IT infrastructure