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myCSS App – the customer portal for everyday and everywhere.

CSS Insurance sets new standards in customer service with a hybrid mobile App: with many clever features the free myCSS App makes life so much easier for customers. This App was designed and implemented by an interdisciplinary team consisting of CSS, One-Inside and Notch Interactive.

Challenge

The myCSS App is of strategic importance for the Swiss health insurance provider: it offers an additional channel to interact with customers and provides integral services more efficiently. Therefore, the App must achieve the best possible results in terms of stability, performance and quality.

Idea

The new myCSS App offers many different clever features and tools for many different customers. With this App, the user has all the same services from the customer portal as well as the latest features at hand. The user can simply scan and send invoices and receipts with the smartphone, retrieve messages and connect to the support team with a simple touch. And what if the user needs his insurance card on the way? Some simple shaking is enough to open it on the display.

As the only Swiss health insurance company, CSS offers its customers an integrated messenger with their App. Users can chat live with CSS consultants and clarify their questions – all quick and easy. A European-wide novelty is the gamification program myStep, which encourages customers to keep moving everyday. Each step is rewarded with a credit to the health account.

The minimal user interface design and absolutely intuitive control make it even easier to use the services on any smartphone.

Solution

MyCSS is implemented as a hybrid App and is based on the latest standards of Web technologies. Not only is the functionality of myCSS perfected for use on mobile devices, but the App also sets standards in favorable expenses of further development and maintenance.

The App is optimally integrated into the existing processes and IT architecture of the insurance company and operates seamlessly with the online account of myCSS. It also integrates advanced functions such as scanning capabilities, chat functionality and location-based services from mobile devices into the experience of CSS insurers – and thus, simplifies customer interaction with CSS.

The hybrid implementation of the App allows for fluid and responsive animations as you know them from native Apps and fulfills the highest demands on protection of customer data. For content updates, CSS uses the established publishing processes of its Enterprise Content Management System: This makes CSS largely independent of releases on Apple and Google.

 

Features

• myStep – the gamification and savings program
• Available for tablets and smartphones
• Integrated live-messenger

 

Technologies

• Cordova, Ionic, AngularJS
• Adobe AEM
• Including implementations of extensions in AEM

 

Integration of SDK’s

• SmartCapture SDK – digitally capture and manage your documents
• Smoope Messenger SDK
• Web-based (manufactured inhouse)
• Kobil m-Identity SDK
• Adobe Analytics
• Adobe Experience Manager (AEM) extensions, Web CMS by Adobe (formerly Day CMS)

 

Result

Post launch figures clearly reflect a great customer satisfaction with this innovative and easy to use myCSS App.

• Nearly 30,000 installations in the first three weeks.
• On average 4.5 out of 5 possible stars in the App-Stores.
• 6,572 uploaded documents
• Overall more than 2,500 positive reviews (App-Stores, reviews from the App and online-publications.)

 

Awards

The myCSS App has received several awards at the Best of Swiss App Awards 2016.