Industries → Healthcare
Healthcare
Members reach health insurers through many channels at once — we build the platform that brings these channels together instead of running them in parallel.
What makes this industry unique
Hospitals, health insurers, and healthcare institutions work with especially sensitive data and under strict regulatory requirements — while facing high cost and staffing pressure at the same time. Every digitalization effort here has to deliver two things: noticeable relief in daily work and uncompromising protection of the data processed.
What we do there
We digitalize processes across the entire operation of a healthcare institution — not only at the patient or member interface, but also in the internal workflows that keep the operation running.
This includes customer-facing processes such as onboarding new members or targeted outreach, as well as internal administrative processes — for example digitalizing HR workflows such as the hiring process for new staff. Especially in healthcare, where skilled staff are scarce, a fast, frictionless onboarding process is a key factor in whether an institution can attract and retain talent.
Where desired, we also take on operations beyond implementation — a model we already practice in the healthcare sector.
References in this industry
Healthcare
Sales and Marketing Platform
Requests from many channels on one platform, 25 languages in use.
Healthcare
HR Fully Digitalized
Turnaround and processing times cut by up to 60%.
DAK-Gesundheit
Healthcare
Results
Vorgänge gewandelt
Bearbeitungszeit
Tage bis zur Versicherungskarte
The situation
As a public-law corporation and one of the largest statutory health insurers with over six million members, DAK needed a unified platform to manage its entire member-acquisition effort — across prospects, sales partners, agents, and corporate clients, connected to a complex landscape of legacy systems. The goal was to retire the previous in-house build and bring sales and marketing together on a common foundation.
The solution
Built on the Pega platform — with Pega Sales Automation, the Statutory Healthcare component for Germany’s public health insurance system, and the Pega Customer Decision Hub (formerly Pega Marketing) — a web-based sales and marketing platform was created. Greenfield handled the initial implementation and development of the Customer Decision Hub platform and built DAK’s marketing platform; in sales, Pega Sales Automation replaced the previous in-house build, implemented by Greenfield as the delivery partner.
A self-service application lets people apply directly online in 25 languages, including real-time validation and correction suggestions as they type. For internal caseworkers, a 360-degree view bundles information from multiple specialist systems; a role-based permissions model that mirrors the organizational structure, automated and manual task routing, and integration with the core system, data warehouse, a DMS, and the SAP finance system round out the solution. Access is via SSO through Active Directory, no VPN required, on desktop and mobile devices. Through the Customer Decision Hub, members are addressed by segment and strategy, routed all the way to an external call center with a feedback channel back into campaign management. Ergonomics and accessibility were implemented to DAK’s style guide and reviewed by the staff council.
University Hospital Bonn
Healthcare
Results
The situation
University Hospital Bonn handled its HR processes largely on paper — across different funding bodies (the university hospital, the state of North Rhine-Westphalia, and others), each with its own contract models and workflows. The goal: unified, digital processes for every variant, accessible even to staff without their own PC workstation.
The solution
Since 2019, we have built a central HR platform on Pega — delivered in an agile Scrum process, implemented in 9 weeks. The platform connects existing systems through a single interface, including a mobile app. In 2022, we upgraded to Pega 8.7.1 in just 10 working days while the hospital kept running — three environments migrated in a staggered rollout.
