Reference report: Uniqa relies on Calenso

Uniqa modernizes appointment management with Calenso

The ReCon team at UNIQA Insurance uses Calenso to efficiently arrange appointments with around 20 customer advisors - for both existing and new customers. All conversations take place via Unblu 's secure video consulting platform.

Thanks to Calenso, UNIQA was able to establish a standardized, user-friendly and data protection-compliant solution that is precisely tailored to their requirements - something that was not possible with MS Bookings.

Calenso was able to fully meet these requirements with an enterprise-capable omnichannel solution. Thanks to intelligent booking logic, flexible appointment links, automated communication and full integration, both customers and employees benefit from a significant increase in efficiency.

Challenges

Before introducing Calenso, Uniqa faced several challenges that made it necessary to realign its appointment management. The previously used solution could no longer meet the growing requirements of an internationally operating insurer.

The five biggest challenges at a glance:

1. insufficient channel integration

The combination of physical consultation, video calls via Microsoft Teams and callback requests required manual workflows and led to frequent media disruptions in the customer experience.

2. complex location structure in several countries

With consultants in more than 20 countries, a dynamic location logic was essential - including language adaptation and country-specific availability.

3. inconsistent customer communication

Customers did not receive any automated booking confirmations or customized information. This led to an increase in queries and high service costs.

4. limited scalability and administration

The decentralized booking logic was no longer maintainable. It was not possible to centrally manage all locations and teams, which led to inconsistencies and error-prone processes.

5. lack of analysis and control options

The evaluation of booking data and user behavior was associated with a high level of manual effort. There was a complete lack of real-time data for management.

The solution: Calenso as a central platform for online appointment processes at Uniqa

In order to meet the requirements for efficiency, automation and scalability, Uniqa decided to introduce Calenso as a uniform company-wide booking platform. The solution was adapted to the different requirements across all countries and deeply integrated both technically and organizationally.

Central functions of the solution:

1. omnichannel booking for maximum flexibility

Whether on site, online via Microsoft Teams or by phone - all channels can be mapped in a standardized process. Customers select their preferred channel when booking and the system coordinates everything automatically in the background.

2. intelligent location management with localization

Thanks to intelligent location logic, customers only see available options in their country or region - including language customization of the user interface and communication.

3. automated, CI-compliant communication

After booking, customers receive automated emails with all the information: Calendar entry (ICS), Teams link or address with route description. The content is brand-compliant and can be managed centrally.

4. scalable architecture for international teams

Calenso works smoothly across all national borders. Administration is carried out centrally by the headquarters, while local teams can manage their availability independently.

5. comprehensive reporting & analytics

Uniqa can use a central dashboard to view booking behavior, channel preferences and capacity utilization in real time - by region, team or time slot. This data serves as the basis for strategic decisions.

Example of an online appointment with Uniqa Insurance

Why UNIQA relies on Calenso - and not on Microsoft Bookings

Microsoft Bookings was unable to meet our central requirements: The lack of an option to integrate qualification questions makes it difficult to prepare consultants in a targeted manner. In addition, the design and functionality of the booking form could not be adapted to our corporate guidelines and processes. A standardized user experience across all touchpoints was simply not possible with Bookings. Customized adaptations and specific use cases - such as the combination of Calenso with Unblu for secure video consultations - cannot be implemented there.

Calenso, on the other hand, impressed us with its hands-on mentality, deep understanding of scheduling processes and high service quality. The high flexibility of the system, the rapid time-to-value thanks to short ramp-up times and the fast, competent support are particularly noteworthy. From a legal perspective, Calenso also meets all data protection and compliance requirements in accordance with the GDPR. The license structure is transparent and flexibly scalable.

In day-to-day operations, Calenso proves its worth particularly in the area of hybrid meetings (e.g. online consultations) and in the classic sales process - with measurable success. We were able to significantly increase conversion rates in the sales funnel thanks to individually configurable appointment paths.

Results & added value for Uniqa

The introduction of Calenso has helped Uniqa not only to modernize its appointment management, but also to strategically reposition it. The result: an improved customer experience, more efficient processes and clear competitive advantages in digital customer advice.

1. noticeable improvement in the customer experience

The media-free and individualized booking process leads to higher customer satisfaction. Queries and changes to appointments have been significantly reduced.

2. increased efficiency and time savings for office staff

By automating booking processes and communication, the teams save several hours of administrative work every day.

3. greater transparency and better controllability

With the help of the reporting functions, management can derive targeted measures for process optimization - based on data and in real time.

Individual landing pages per store:

About Calenso:

Calenso is a Swiss software company that specializes in digital appointment management and offers efficient solutions for companies from various industries. With a clear focus on data protection and user-friendliness, leading companies from the insurance, legal, retail and consulting sectors rely on Calenso's appointment solution to increase operational efficiency and customer loyalty.