blue points site template

Customer Experience Improvement ChallengeCollege Interns 2012

Final Presentation Team 16August 2012

Context:– Customer: Customer Service Representative – Customer Mission: Reduce the amount of Misrouted Info’s

Current State:

Receives CallIdentifies

reason for callCreates INFO

Places INFO into an INFO

box

Awaits notification

about processed

INFO

Receives notification

about processed

INFO

Accepts/ rejects INFO

Great when the caller can have all the information

Not enough information from

caller

All information was added

Not enough information

added

Places INFO into the correct INFO

Box

Confusing when not really sure what type of

claim

Feels great when response is < 2

days

Do not know the status on the Info

until it is processed

All information was included

Everything was answered and able to resolve

INFO feels great

Frustrating when I have to reject an INFO and send it

out again

The CSR “Journey” when sending INFOS

Not all information was

answered

Positive attitude from caller

Negative attitude from caller

Cannot understand caller

Customer Experience PrinciplesWe want every customer interaction to show we care about their health. These

principles ensure the IBC Customer Experience is second to none

I promise to…

Make it easy• I will listen• I will make things easy to understand• I will be easy to work with

Make it happen• I will be accurate, thorough, and timely• I will resolve your concerns• I will do what I say

Show I Care • I will look out for your needs• I will work to win your loyalty

Proposed Solution• Change #1: Blue Points

– Description: “Blue Points” is a Peer to Peer communication site designed to track daily issues/activities within Customer Service, and propose quick/easy solutions. The site will concurrently be used as a managerial tool for tracking problematic areas within Customer Service through utilizing trends and site monitoring.

– Benefits of Customers: Increased knowledge on day to day problems, Increased communication between peers / supervisors

– Principle Recognition: The site will embed the principles of “Make it Easy, Make it Happen, Show I Care” by encouraging / aiding the associates to create meaningful solutions and approach best possible practices in handling daily situations while positively affecting the customer experience.

– Implementation Notes: SharePoint site design/management required. Current design-tablets are in production. Associate resources needed within Service Ops (Comm). Communication is required to all “CSR”s informing of new resource.

Blue Points will be added to the list of options here

Click on any Principle

“Blue Points” is a Peer to Peer communication site designed to identify and resolve barriers in meeting the Customer Experience Principles. Both Customer Service Representatives and claims associates will have an avenue to discuss problems, and propose solutions. The site is concurrently run as a managerial tool to track issues/trends occurring on a daily basis.

Start a new subject

Blue Points“Identifying Barriers to the Customer Experience”

Insert your Subject

Insert the description of problem

OR click on an existing topic

Principles are consistently visible

Hit “Reply” to answer or give feedback

Your answer will show up here!

Anyone can reply to the sender

OR Anyone can reply to You

The sender will receive an email notifying them of the answer(s) submitted

Most recent topics will show in the Trending Issues Tab

Site Purpose is spelled out on the cover page

Blue Points“Identifying Barriers to the Customer Experience”

Accessory options / resources are shown on toolbar

“Blue Points” is a Peer to Peer communication site designed to identify and resolve barriers in meeting the Customer Experience Principles. Both Customer Service Representatives and claims associates will have an avenue to discuss problems, and propose solutions. The site is concurrently run as a managerial tool to track issues/trends occurring on a daily basis.

“Blue Points” is a Peer to Peer communication site designed to identify and resolve barriers in meeting the Customer Experience Principles. Both Customer Service Representatives and claims associates will have an avenue to discuss problems, and propose solutions. The site is concurrently run as a managerial tool to track issues/trends occurring on a daily basis.

Peer-created documents can be submitted and help guide your answers!

Click on the housed document

The link will bring you to a “Read-Only copy of the document

Click on the housed document

The link will bring you to a “Read-Only copy of the document

Thank You

Myron Tate, Dir. Customer ServiceDeSharne Robinson, Mgr. Customer ServiceAziza Robey, Sup. Customer ServiceBonnie Baker, Sr. Customer Service Rep.Will Nolan, Mgr. Claims OperationKelly Hinton, Sup. Claims OperationJoel Catindig, Mgr. Customer Experience Victor Abiad, Strategy Director Shaila Kapur, Contractor

If you have any questions contact:

Brandy Flowers – brandy.flowers@ibx.com

Alexander Baughman – alex.baughman@ibx.com

Alexander Smith- alexander.smith@ibx.com

Chinedu Okeke- chinedu.okeke@ibx.com