Excellent customer service at regulated companies

You have to comply with numerous regulations, ensure the highest level of security and data protection and still want to benefit from the latest self-services, automation, cloud and AI in customer service? Then let’s talk! We support the service centers of large health insurance companies, insurance companies, banks and other regulated companies in realizing outstanding customer service and relieving the burden on service center employees with the latest technologies.

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Our goal

Our goal: delighted customers

We work for global corporations as well as local health insurance companies. Our 120+ contact center specialists in Germany and Switzerland combine experience from over 400 projects. Here are two case studies that show our range:

And Klaus Thaler, service center manager of a health insurance company, is also enthusiastic 😊

Impressive process and cost optimization at Siemens Company Health Insurance Fund:

SBK has received multiple awards for its customer service. With the help of Bucher + Suter’s services and Cloud Contact Center, the health insurance company has achieved enormous success and has been able to increase the availability of personal contact persons, reduce waiting times and lower the average processing time.

Largest Conversational AI projectin the finance and insurance industry

Bucher + Suter has been a partner of one of the leading global insurance companies since 2006. Our contact center experts ensure technically smooth customer service for 122 million customers worldwide in over 70 countries with over 15,000 agents. The main contact channel is voice: 90% of interactions take place by telephone. Since 2020, our teams have been working together on the all-round transformation of customer service. With great success: 15 million automated customer dialogues and 27% reduction in average handling time (AHT) increase accessibility, service quality, relieve the burden on agents and save costs.

Helvetia: Tens of added values by relocating the service center to the cloud

Our customer Helvetia, a large Swiss insurer, was looking for a suitable cloud solution for its service centers. Together with Bucher + Suter, the switch to the Webex Contact Center was successful, which leads to better experiences for agents and customers as well as more efficient operations.

Cloud

Private Cloud, Public Cloud, On-Premise oder hybrid?

Do you have concerns about cloud migration? With Bucher + Suter’s Private Cloud, you get the perfect combination of the benefits of the cloud, such as scalability, reliability and redundancy, as well as robust guarantees for security, data control and regulatory compliance. We offer a tailor-made solution to ensure a smooth transition to the cloud environment for your company.

But that is just one option: Our experts will help you choose the best option for you, whether public cloud, the Bucher + Suter private cloud, an on-premise solution or a hybrid deployment.

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secure

AI – but safely!

In 2023, AI has grown up, works at the enterprise level, is fun, is becoming increasingly easier and is rapidly changing the world of service: Our customers are now using AI to automate telephony and chat internationally on a large scale, support agents and increase service quality.

Our goal is for the AI transformation to bring you and everyone involved in specialist departments, countries and IT a lot of joy and a sense of achievement! For this to happen, the strategy, expectations, pace, technology and team must be right. We see ourselves as a responsible partner who supports you individually in all phases and areas and enables AI. We are a close partner of the global AI pacesetter Cognigy from Germany and offer one of the most experienced and largest conversational AI teams.

about our AI offering

But is Conversational AI really suitable for regulated companies like health insurance companies?

Klaus Thaler, service center manager of a health insurance company, asks Bucher + Suter critical questions in this entertaining video series.

Cloud

A reliable partner at your side

We are not too big

Each of our customers receives attention from our management. We are fast and our lines of communication are short.

We are not too small

We have 40 years of project experience, including at corporate level. Our operations and support teams are among the most qualified in the world and are fully certified.

We are on site

Our 120 contact center specialists work in Germany and Switzerland.

We think strategically and act pragmatically

We know the big picture and think ahead with you. But we act pragmatically and recommend what will quickly bring the most added value.

we connect

proven contact center technology, market-leading AI innovations and any CRM/backend systems to create tailor-made, partially automated omnichannel solutions. And we use the best solutions for this: Cisco, Webex Contact Center, Salesforce and Cognigy.

Jeder unserer Kunden genießt Aufmerksamkeit bei unserer Geschäftsleitung. Wir sind schnell und unsere Wege sind kurz.

Wir haben 40 Jahre Projekterfahrung, auch auf Konzernebene. Unsere Operations- und Support-Teams gehören zu den qualifiziertesten weltweit und sind durchgängig zertifiziert.

Unsere 120 Contact Center-Spezialisten sind in Deutschland und in der Schweiz tätig.

Wir kennen das Big Picture und denken mit Ihnen voraus. Wir handeln aber pragmatisch und empfehlen, was schnell den meisten Mehrwert bringt.

Bewährte Contact Center-Technologie, marktführende KI-Innovationen und jedwede CRM-/Backendsysteme zu passgenauen, teilautomatisierten Omnichannel-Gesamtlösungen. Und nutzen dafür die besten Lösungen: Cisco, Webex Contact Center, Salesforce und Cognigy.