Covid-19 forced many companies to rethink the accessibility of their customer service starting in mid-2020. A mixed blessing for all those establishments that had already dealt with a concept for making workplaces more flexible and the topic of home offices beforehand. DAK-Gesundheit had also considered the issue beforehand. This benefited the health insurance company in the Corona crisis. The elementary building block for the customer service of DAK-Gesundheit was still missing for the optimal work of the service employees: the provision of the complex telephony structure at the home office workplaces.
With 5.8 million insured persons, DAK-Gesundheit is a public corporation with self-governing administration and is one of the largest statutory health insurance funds in the Federal Republic of Germany. Across Germany, DAK-Gesundheit employs around 11,500 employees and maintains around 320 customer service offices.