Success story: Unimed Palmas and Digisac
Posted: Mon Jan 20, 2025 9:01 am
Unimed Palmas began its journey with Digisac during the pandemic in August 2020, as it aimed to maintain the quality of customer service even with social distancing restrictions.
At that time, the cooperative faced significant challenges in its service:
Daily calls: 570
Average call time: 1h 42min
Service points: 20
NPS (Net Promoter Score): Not measured
Implementation of the BIU Project
The BIU Project (Business Intelligence Unimed) was launched with the aim austria phone number library of improving the quality of management and, therefore, improving customer service.
Then, from December 2022, considerable improvements were observed in the same points analyzed in 2020:
Daily calls: 830 (+45%)
Average call time: 2h 54min
Service points: 20
NPS: 65% (grade 9-10)
What is the BIU Project?
BIU is a modular management project developed by Unimed Palmas with the aim of improving the quality of management in all aspects of the business, including digital service – and that's where Digisac came in.
Thus, the acronym BIU represents “Business Intelligence Unimed”, reflecting the focus on business intelligence to optimize processes and results.
At that time, the cooperative faced significant challenges in its service:
Daily calls: 570
Average call time: 1h 42min
Service points: 20
NPS (Net Promoter Score): Not measured
Implementation of the BIU Project
The BIU Project (Business Intelligence Unimed) was launched with the aim austria phone number library of improving the quality of management and, therefore, improving customer service.
Then, from December 2022, considerable improvements were observed in the same points analyzed in 2020:
Daily calls: 830 (+45%)
Average call time: 2h 54min
Service points: 20
NPS: 65% (grade 9-10)
What is the BIU Project?
BIU is a modular management project developed by Unimed Palmas with the aim of improving the quality of management in all aspects of the business, including digital service – and that's where Digisac came in.
Thus, the acronym BIU represents “Business Intelligence Unimed”, reflecting the focus on business intelligence to optimize processes and results.