MLOZ
How MLOZ centralised and modernised their reporting ecosystem to improve customer service.
How MLOZ centralised and modernised their reporting ecosystem to improve customer service.
Challenges
How we helped
Success factors
The challenge of fragmented reporting
For years, Mutualités Libres (MLOZ), one of Belgium’s leading health insurance providers, relied on scattered, manual reporting processes. Different teams produced their own reports in silos, often working with outdated or incomplete data. Analysts spent hours — sometimes days — preparing numbers, reconciling inconsistencies, and answering repetitive questions.
The result was a bottleneck. Business users who needed insights to improve member services had to wait for reports to be created, while analysts had little time left for deeper, strategic analysis. This dynamic frustrated both sides and slowed down MLOZ’s ability to respond quickly to customer needs.
Mutualités Libres / Onafhankelijke Ziekenfondsen (MLOZ) is a group of four apolitical and dynamic health insurance funds in Belgium. They provide healthcare insurance services to around 20% of the Belgian population (2.2M people) making them the 3rd largest healthcare insurance provider in Belgium.
Mutualités Libres / Onafhankelijke Ziekenfondsen (MLOZ) is a group of four apolitical and dynamic health insurance funds in Belgium. They provide healthcare insurance services to around 20% of the Belgian population (2.2M people) making them the 3rd largest healthcare insurance provider in Belgium.
A vision for change
Leadership at MLOZ recognized that the answer wasn’t just “more reports.” What the organization needed was a cultural shift — a way to give every team direct access to the information they needed, without relying on analysts as intermediaries.
That’s when MLOZ partnered with Biztory. Together, they envisioned a modern analytics environment: one platform where data was centralized, accessible, and trustworthy. Instead of waiting for insights, employees would be able to ask questions of their data directly — and trust the answers.
Building a unified platform with Tableau
The collaboration focused on Tableau as the foundation for self-service analytics. Biztory guided MLOZ through the process of consolidating disparate data sources into a single reporting ecosystem. Dashboards were carefully designed not only to be visually appealing but also to encourage exploration, empowering users to dig deeper into customer service and health trends.
This wasn’t just a technology implementation — it was a transformation of workflows. Reports that once took days to compile became interactive dashboards available at the click of a button. The entire reporting process was streamlined, removing duplication and ensuring consistency across the organization.
Empowering the Workforce
As the platform rolled out, the impact became clear. Frontline staff who previously waited for reports could now track key metrics in real time. Customer service managers used dashboards to monitor performance, spot patterns, and adjust their strategies quickly. Health analysts could identify emerging trends among members and share those insights across teams.
Most importantly, analysts were no longer trapped in a cycle of repetitive reporting. Freed from the constant stream of requests, they focused on deeper insights and strategic projects that supported MLOZ’s long-term mission.
"This collaboration created a real shift in the way we work. KPIs were manually entered into PowerPoint and sent via email to management. Thanks to self-service tools such as Tableau, our colleagues can now display the information they need in an aggregated, graphical and interactive way. They are also sure that this information is always up-to-date."
"This collaboration created a real shift in the way we work. KPIs were manually entered into PowerPoint and sent via email to management. Thanks to self-service tools such as Tableau, our colleagues can now display the information they need in an aggregated, graphical and interactive way. They are also sure that this information is always up-to-date."
Results that matter
The shift to a centralized, self-service data culture transformed how MLOZ operated. Employees across departments gained confidence in the numbers they were using, knowing they all came from the same trusted source. Decision-making became faster, more transparent, and more effective.
For MLOZ, these improvements weren’t just internal efficiencies. They translated into better customer service for their members. With timely, accurate insights, teams could respond more quickly to member needs, identify areas of improvement, and allocate resources where they would have the greatest impact.
A Culture of Data-Driven care
Looking back, MLOZ sees its partnership with Biztory as more than a technology upgrade. It was the beginning of a cultural transformation — one where data became an enabler of their core mission: supporting the health and well-being of their members.
By empowering employees with the tools and confidence to work directly with data, MLOZ positioned itself to respond more effectively in an ever-changing healthcare landscape. And in doing so, they proved that better use of data can truly drive better care.
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