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CSS Success Story
A model example of customer loyalty and health promotion
45% lower termination rate with Humanoo’s healthcare solution
Positive touchpoints around the clock: The CSS Group, based in Lucerne, Switzerland, has a remarkable history. The company was established in 1899 and has become the largest Swiss health insurer, with approximately 1.6 million policyholders. This means that the majority of the Swiss population trusts CSS. CSS supports its clients as health partners throughout their lives and health journeys. With 99 offices and nearly 2,700 dedicated employees, CSS demonstrates its strong performance and close relationship with its policyholders.
CSS was searching for a digital solution to enhance customer loyalty and encourage policyholders to adopt healthier lifestyles. In collaboration with HUMANOO, they developed an innovative solution called active365. The white-label platform is based on HUMANOO’s proven technology and has been available to all CSS policyholders since the fall of 2020. Supplementary policyholders can earn up to CHF 600 annually through the bonus program.
After 3 years, more than 270.000 active users have benefited from the platform.
The challenges
Maintain and increase customer loyalty:
Customer loyalty is paramount in a rapidly changing insurance landscape.
Loyalty program for many individual needs:
CSS has recognized that it needs a tailor-made solution to meet its policyholders’ diverse requirements and needs.
Positive touchpoints with all Swiss citizens:
CSS wanted to ensure its healthcare partnership reached all.
The solutions:
Digital loyalty solution with a proven reduction in the churn rate:
active365 is a digital loyalty solution that enhances customer loyalty and significantly reduces the churn rate. This means that active365 reinforces the long-term loyalty of policyholders towards the company and positively affects return on investment (ROI).
Motivating content with a holistic coaching approach:
The platform takes a comprehensive approach to health promotion, catering to individual needs and motivating policyholders to work actively on their health.
The integrated reward system strengthens insured persons' health activity and motivation.
The reward system, integrated into the health insurance plan, encourages individuals to engage in healthy activities and boosts their motivation to stay healthy.
Successes and results:
The successful introduction of active365 in partnership with Humanoo has yielded impressive results over the last few years.
Increase in customer loyalty
Thanks to active365, CSS has significantly improved customer loyalty. Insured individuals feel more loyal to the brand and supported in pursuing a healthier lifestyle.
Reduction in the cancellation rate
CSS achieved a 45% decrease in cancellation rates, demonstrating that active365 enhances customer loyalty and strengthens insurer-client relationships.
Promoting health-related activity
The solution increased health activities, with a rewards system encouraging 40% of users to engage monthly. CSS-insured users also achieved a 75% engagement rate.
The CSS loyalty program with the Humanoo solution achieved overwhelming results in 2023:
- Users collected around 176 million activePoints in 2023, corresponding to CHF 17.6 million.
- Almost 145 million activePoints valued at CHF 14.5 million were successfully redeemed in 2023. A total of 64 thousand users were able to participate in the monetary bonus program.
- It is worth noting that around 67% of all users need to be verified for the payout and therefore use the solution out of intrinsic motivation for their health.
Percentage of active users per month
On average, 37% of all registered users were active in the app each month in 2023.
Another inspiring success is that users make donations to charitable organizations to do good. So far, the CSS Community has donated around CHF 129 thousand to foundations and associations. This shows that the solution also has a motivating effect on social commitment.
Users of the active365 solution have also achieved great things in terms of health. With 463 billion steps collected via the app, the CSS community has already walked together to the sun or 452 times to the moon. This collective achievement underlines the program’s success in promoting physical activity and personal well-being. Together, you can achieve impressive things.
This accomplishment demonstrates the program’s success in promoting physical activity and well-being and showcases the impressive collaborative effort of the community in reaching this significant milestone.
CSS has proven that it is more than just an insurance company. It is also a dependable healthcare partner that aids policyholders in pursuing a healthier lifestyle. The effective execution of active365 has positioned CSS as an exemplary model of how a digital loyalty solution can enhance customer loyalty, decrease churn rates, and promote the health and well-being of policyholders.
This success story highlights the significance of innovation partnerships. It demonstrates how companies like CSS and Humanoo can collaborate to enhance their policyholders’ well-being and quality of life. CSS remains true to its values and dedication to health, thus establishing a long-lasting customer relationship.