{"id":11707,"date":"2025-02-27T08:00:00","date_gmt":"2025-02-26T21:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=11707"},"modified":"2025-02-27T08:59:02","modified_gmt":"2025-02-26T21:59:02","slug":"hbf-health-service-personalisation","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/news\/stories\/hbf-health-service-personalisation\/","title":{"rendered":"HBF Builds A Seamless, Healthy Future for Members With Salesforce"},"content":{"rendered":"\n

Not-for-profit health insurer HBF<\/a> is using Financial Services Cloud<\/a> to gain better insights into the evolving health needs of their one million members, and scale personalisation across its services. <\/p>\n\n\n\n

Why it\u2019s important:<\/strong> Australian consumers expect consistent, concise, seamless experiences where they are understood and supported quickly and easily. But this is proving difficult for many organisations.<\/p>\n\n\n\n

Across the Asia-Pacific region, 95% of IT leaders report they\u2019re struggling to integrate their data across systems<\/a>. This connected data is essential for businesses looking to have a comprehensive understanding of user queries, and be able to respond accordingly. <\/p>\n\n\n\n

Driving the news:<\/strong> With over one million members across Australia, HBF recently completed a multi-year digital transformation to make it easier for members to engage with its services seamlessly across its website, app, and member portal (myHBF).<\/p>\n\n\n\n

HBF has transformed its member experience by integrating a 360-degree view of each member. This comprehensive perspective enables HBF to deliver highly personalised and efficient interactions. This improvement highlights HBF’s commitment to enhancing member satisfaction and operational efficiency.<\/p>\n\n\n\n

Through a more comprehensive view of each member, the resolution of cases has been accelerated, and efficiencies have also been met in member enrollment. The result is an improved member experience that drives better health outcomes, as members now receive more timely and accurate support for their queries<\/p>\n\n\n\n

Looking Ahead:<\/strong> HBF is exploring agentic AI<\/a> to add additional support to members, to work alongside contact centre employees to ensure efficient, 24\/7 service. Future implementations of Service Cloud Voice<\/a> and Knowledge will also further enhance query management.<\/p>\n\n\n\n