Summary
Customer service reps can handle requests from 4 million customers accurate and fast due to this digital knowledge system.
Key results
- Digitally transformed customer service operations, eliminating paperwork and efficiently handling large volumes of requests.
- Transitioned from labor-intensive HTML code to a no-code platform, making content adjustments easy and hassle-free.
- Leveraged the structured system to plan for future expansions in dialogue-supporting systems for chat and email services, and for maintaining website content and knowledge management.
Industry
Healthcare insurance
Use case
Structure knowledge management system
Who is VGZ?
VGZ is one of the largest healthcare insurance providers in the Netherlands, serving approximately 4 million customers. With a strong commitment to service quality and digital innovation, VGZ continuously explores smarter ways to support its customer service operations and deliver seamless, accurate assistance at scale.
The Challenges
VGZ’s customer service team faced the daunting task of handling a massive volume of customer inquiries every day—relying heavily on stacks of paper documentation and HTML-coded knowledge systems. Content updates were slow, resource-intensive, and error-prone. As the company aimed to expand support across channels like chat, email, and web, it needed a more agile, structured, and scalable knowledge management solution to empower its frontline teams and eliminate outdated manual processes.
The Solution
Using the WEM No-Code Platform, VGZ rebuilt its Dialogue Support application into a streamlined, digital knowledge management system. The app provided a structured and user-friendly interface for customer service representatives, dramatically reducing paperwork and speeding up response times. Compared to its legacy HTML-based system, the new no-code solution allowed content adjustments up to 5x faster, without the need for any coding. The intuitive platform laid a strong foundation for VGZ’s planned expansion into dialogue-supporting tools for chat and email, and for maintaining dynamic website and knowledge base content.
All information would be digitalized […] Finally, we cleaned up all paperwork from our desks.
Henk Jansen - Team Lead Knowledge Management, VGZ
The Positive Business Impact
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90% Paperwork Reduction: Replaced manual processes with a fully digital system
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5x Faster Updates: Enabled rapid content adjustments without IT intervention
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High-Volume Efficiency: Empowered teams to handle millions of inquiries accurately and swiftly
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Future-Ready Structure: Built a scalable system ready for multichannel service support
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Centralized Knowledge: Created a stable, easy-to-manage base for ongoing content growth and refinement
Looking Ahead
VGZ transformed its customer service capabilities with the power of no-code. The result? A digital-first, high-efficiency support system that’s already making a difference—and poised to scale even further.
📩 Want to modernize your knowledge management system like VGZ? Get in touch with our WEM Experts to start building intuitive, adaptable solutions—without writing a single line of code.
