Blue points site template
19
Customer Experience Improvement Challenge College Interns 2012 Final Presentation Team 16 August 2012
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During my internship at Independence Blue Cross (Summer 2012), I worked in a group to design “Blue Points” as part of the College Intern Customer Experience Group Project Blue Points: Peer to Peer communication site designed to track daily issues and activities within the Customer Service Dept. of Independence Blue Cross, and propose quick and easy solutions. Also designed to be used as a managerial tool for tracking problematic areas through the utilization of trends and site monitoring.
Transcript of 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 – [email protected]
Alexander Baughman – [email protected]
Alexander Smith- [email protected]
Chinedu Okeke- [email protected]
