InsiderCX was instrumental in transforming patient scheduling and feedback processes.

Croatia osiguranje is continuously working on enhancing efficiency and customer experience, and that’s how they identified several areas where additional digitalization and automation could further elevate operational excellence. The collaboration with InsiderCX became a catalyst to digitalize patient communication and feedback, driving efficiency while keeping patients happier.

Their challenges

As both an insurer and a care provider, Croatia osiguranje is continuously expanding its healthcare services to a growing number of clients who expect fast, seamless, and convenient appointment‑booking experiences. To support these expectations, the organization identified an opportunity to further streamline and modernize its internal coordination between call center teams and clinic schedules.

The confirmation of appointments was traditionally handled through manual outreach, which required considerable staff involvement and created natural space for improvement through digitalization and automation.

At the same time, Croatia osiguranje places significant emphasis on delivering exceptional customer experience and thus recognized the importance of collecting patient feedback in a structured and automated manner. Introducing a centralized feedback system would allow the organization to capture insights more consistently, follow up with patients in a timely manner, and drive continuous enhancements across its healthcare network.

Overall, the company set out to further increase process efficiency, reduce the volume of manual interactions, and elevate its approach to listening to customers, ensuring that service quality continues to evolve in line with the organization’s growth and strategic priorities.

The solution: digital workflow and feedback integration

To support its continuous growth and meet the expectations of an expanding client base, Croatia osiguranje introduced new digital workflows designed to enhance efficiency and elevate the overall patient experience.

As part of this strategic initiative, the organization implemented InsiderCX to automate and streamline key segments of the patient journey.

A modern, fully integrated digital workflow for appointment scheduling and confirmations was introduced, enabling smoother coordination between internal systems and communication channels. Instead of relying primarily on manual outreach, patients now receive appointment notifications via WhatsApp and can confirm their preferred time slot quickly and conveniently with a simple tap or reply. 

This automated approach significantly reduces the volume of routine calls and allows staff to focus on more complex customer needs.

For clarity, the appointment journey has been enhanced as follows:

• Before: The process involved several manual steps and required call‑center agents to coordinate appointment options directly with patients, as well as carry out reminder calls when needed.
• Now: Patients receive an appointment offer through an automated message and can confirm electronically, enabling a faster and more seamless experience. Automated reminders help ensure patients remain informed and prepared, while staff intervention is minimized for standard bookings.

In parallel with scheduling improvements, Croatia osiguranje strengthened its focus on customer experience by implementing InsiderCX’s structured and automated feedback platform across its polyclinics. After each visit, patients receive a brief satisfaction survey that provides real‑time insights across the full network of over 500 partner institutions.

A proactive alert system was also introduced: when a patient submits a low score or negative comment, the platform immediately flags the case and initiates a follow‑up workflow. This enables timely outreach, supports service recovery, and helps maintain a high quality of patient experience.

Furthermore, the InsiderCX dashboard and analytics give Croatia osiguranje enhanced visibility into key operational and experience‑related indicators such as cancellation patterns and feedback trends. These insights support data‑driven decision‑making, enabling the organization to identify areas for improvement and continuously refine its processes in line with client expectations and strategic priorities.

Impact and results

The introduction of digital workflows and automated communication brought significant improvements across both operational efficiency and customer experience.

With scheduling largely automated, the call center experienced a substantial reduction in appointment‑related calls, allowing staff to dedicate more time to addressing complex customer needs. The lower volume of routine interactions also contributed to optimized resource planning and increased operational efficiency.

Patients benefited immediately from a more streamlined and predictable booking experience. Automated confirmations and timely reminders improved clarity and convenience for patients, contributing to higher engagement and smoother coordination throughout the appointment process.

These enhancements also led to stronger attendance rates. With clear, automated communication in place, missed appointments became far less frequent, and last‑minute cancellations decreased meaningfully. Fewer unexpected gaps in the schedule translated into more consistent patient flow and improved utilization of healthcare resources.

Overall, the new digital processes enabled greater agility, higher customer satisfaction, and more effective use of internal capacities, supporting Croatia osiguranje’s commitment to delivering a high‑quality and modern healthcare experience.

Feedback performance at scale

As part of its commitment to continuously elevating the customer experience, Croatia osiguranje strengthened its feedback capabilities by implementing a structured and automated platform across its healthcare network. 

Between June and the end of 2025, the organization collected more than 2,700 patient responses, with response and completion rates that clearly indicated strong patient engagement and trust.

With a centralized and automated system in place, the organization can efficiently gather feedback after each visit, ensuring consistent visibility across all touchpoints. A proactive alert mechanism also identifies patients who provide lower ratings, enabling timely follow‑up and supporting a more personalized and responsive service approach.

The continuous flow of insights allows management to detect trends, understand variations between services or locations, and take targeted action where needed. This structured, closed‑loop feedback model ensures that patient input is not only collected at scale but also translated into meaningful improvements across the healthcare journey.

Why patient experience matters for health insurers

For health insurers that also deliver care, patient experience is a key differentiator. For Croatia osiguranje, the quality and ease of the healthcare journey are central to its value proposition. Improving patient experience has strengthened that proposition while reducing friction across the system.

Operational efficiency and patient satisfaction go hand in hand. Automating scheduling, confirmations, and reminders reduce costs and free staff for higher-value interactions, while creating a faster, more predictable experience for patients. When access to care is timely and communication clear, trust in both the provider and the insurer increases.

Croatia osiguranje’s example shows that closing the patient feedback loop delivers a true win-win: fewer calls and no-shows on the operational side, and a smoother, more responsive experience for patients. This is increasingly the go-to model for insurers focused on long-term loyalty and sustainable growth.