Skip to Content
Dibiz co-piloot Customer Experience team zorgverzekeraar

From scattered customer feedback to strategic decisions

How a health insurer connects customer data to operational figures — and what changes when the two finally end up on the same table.

Customer ExperienceData & InsightsPeople & Change 

The contexte

Large enough to make an impact. Human enough to feel it..

Helan is the third largest health insurer in Flanders, with 1,100 employees and several brands under one group. Every day in service of their members — not just as a health fund, but as a partner in health and wellbeing.

The challenge

Two data sources that never meet. 

 Most organisations don't lack customer data. NPS scores, support tickets, surveys: the feedback flows in. The problem is rarely in the collecting. It's in what happens next.

Feedback sits too often in a dashboard only the CX team opens. While the real decisions are made elsewhere: in Finance, in Operations, at board level.

Kwalitatieve data en kwantitatieve data leven in afzonderlijke systemen, beheerd door afzonderlijke teams, met afzonderlijke KPI's. Een CX-team dat exact weet welk probleem klanten ervaren, maar niet kan aantonen wat dat kost. Een directie die financiële cijfers ziet dalen, zonder te weten welke klantervaring daar de oorzaak van is.

Feedback structure per division

 


Consistent analysis so trends are comparable across all divisions.

Non-native speaking customers in focus


Targeted surveys for a group that typically stays underrepresented in NPS analyses.

 

Data connection

 

Customer feedback placed alongside operational and financial figures so it carries the weight it deserves.

Team activation

​

New working habits so insights actually influence decisions.

The role of Dibiz 

Clarity in complexity.

Dibiz joined the Customer Experience team from day one. No long onboarding phase, no separate reporting line — straight into the CX team.

At the table during daily operations, supporting the team lead in priorities that shift every week, running the analyses, surveys and workshops.

Not an external party reporting on the team. An extra pair of hands and a fresh perspective inside the team.

What we achieved together

Three concrete steps. One shared direction.

Structured feedback

✓Consistent analysis per division

✓ Trends comparable across divisions

Anderstalige klanten 

✓ First concrete picture of this customer group

✓ Targeted surveys rolled out

✓Pain points specifically mapped

Data als beslissingsbasis

✓ Feedback connected to KPIs

Our value

Calm, direction and scalability in an environment where time is scarce.
Placing a dashboard is straightforward. Getting an organisation to structurally look at customer feedback, connect it to the right data, and bring people along to act on it — that's where real change happens.

This is where Dibiz loves to work: at the intersection of people, data and processes.