Case Study

Techniker Krankenkasse Excels With Customer Experience Through Process Excellence

How The German Healthcare Payor Established A Process Mindset

January 29th, 2024
With contributors:
Glenn O'Donnell , Merve Kandemir , Rachel Birrell


To become future fit, German health insurance company Techniker Krankenkasse revolutionized its approach to software development and automation by focusing on end-to-end customer-facing business processes. This case study explains the insurer’s transition to business process excellence, how it removed the initial stumbling blocks, and how process mining and automation support a continuous process improvement roundtrip.

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