Customer Experience improved by simple measures

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...

BPIR Categories

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