Automated, Secure Policyholder Communication: How vivida bkk Reaches Over 356,000 Policyholders

Over 356,000 reachable policyholders without system breaks, three or more automated journeys running in parallel in live operation.

• Policyholders: over 356,000
• Automated journeys: 3 or more in parallel
• Data center: in Germany, certified to DIN ISO/IEC 27001 (not operated by starmate)
• In use since: 2017

Statutory health insurance is subject to strict data protection requirements (GDPR and social data protection). vivida bkk wanted to address more than 356,000 members in a targeted, automated way. Previous communication channels had system breaks and did not offer enough flexibility for fine-grained audience selection and trigger events.

• Strict data protection requirements and a diverse policyholder structure
• System breaks in communication
• Wanted: an agile CXM platform 'Made in Germany' that meets high IT security requirements

The EMS runs in a data center in Germany certified to DIN ISO/IEC 27001. The data center is not operated by starmate. The EMS itself is not ISO 27001 certified.

• End-to-end processes: From newsletter templates in corporate design through audience selection to sending and reporting, the marketing team works without system breaks.
• Trigger events: Events relevant to policyholders automatically trigger personal preventive care reminders.
• Audience and survey management: GDPR-compliant newsletters go to active subscribers, and customer satisfaction surveys go to the entire policyholder base.

vivida bkk strengthens brand loyalty and gathers feedback through regular surveys, which feeds into service optimization. Information arrives as relevant, personal dialogs rather than generic mass emails.

• Over 356,000 policyholders reachable
• Three or more automated newsletter and trigger journeys in parallel
• In use since 2017

“With starmate, we have a true 'mate' at our side who understands the extremely high security requirements of statutory health insurance and implements them perfectly. Today we reach our 356,000 policyholders in a completely GDPR-compliant, highly efficient way, with content that offers real relevance and added value.”

Diana Münzer, Marketing & Communications, vivida bkk

Working with the vivida bkk team shows how modern customer communication can be human and efficient even in the regulated healthcare sector. It was not just about sending emails but about delivering relevant health prompts at the right time.

Thanks to the EMS filter and automation logic, the marketing team manages all processes independently and without technical hurdles.

Consulting team