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DAK Streamlines Customer-Facing Processes with Chordiant Software

DAK Streamlines Customer-Facing Processes with Chordiant Software

Chordiant Software, Inc., the leading provider of Customer Experience (Cx™) software and services, and DAK, Germany's second largest compulsory health insurance company, today announced DAK's intention to equip its employees with the Chordiant Enterprise Platform. The New IT solution will help DAK to further improve its internal working processes and to lower administration costs.

Previously, DAK's IT infrastructure included a highly integrated main solution for the health insurance business, accompanied by less integrated custom applications and standard solutions. This meant that users needed to have comprehensive knowledge of every business process involved and were forced to operate a number of different systems simultaneously.

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The new Chordiant solution provides a 360-degree view of every customer, including complete customer history within a single browser window. DAK's employees get access to all data and applications without the need to switch to other systems, resulting in optimised working processes, a reduced number of errors and a decrease in employee training times.

"Our main target is to increase the quality of services and consultancy," said Andreas Strausfeld, Division Manger IT-Services at DAK. "With Chordiant, we are able to provide our employees with a process- and role-based system that assists their daily work in an optimal way. At the same time the flexible processes keep our costs low."

The integrated, SOA-based solution uses Web 2.0 technology and integrates DAK's new, IP-based platform for audio and data communication. This will enable employees to use IP-telephony via virtual private network.

"DAK's decision to implement our application confirms that Chordiant is an optimal solution for large enterprises that need to maintain flexibility, without requiring changes in the inventory management systems to adapt to changes in working processes," said Jόrgen Neubauer, Managing Director Chordiant Germany. "The demand for this kind of solution is continually increasing, as wee see from a growing number of our customers."

With the implementation of the integration platform, DAK strengthens its leadership in IT innovation in the health insurance sector. As an IT service provider, DAK offers support and cooperation to compulsory health care companies. Recently DAK concluded an IT partnership with the federal associations of BKK and IKK, both large German health insurance companies. The new application will also enable DAK to develop and deploy new solutions for partner companies.

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