To advance its commitment to be customer-centric, Health Net, a US health insurer, appointed a customer experience officer and addressed two major issues: 1) the large number of calls to its contact centres and 2) the large volume of paper generated. To decrease the call volume the organisation developed a membership card with a magnetic strip that contained eligibility status and could be swiped at the provider's office. The use of the cards reduced the call volume and helped reduce overhead in...

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1.3.2 Determine & provide customer contact mechanisms
1.2.3 Identify new innovations that meet customer needs

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