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CVP Highlights |
Press ReleasesOctober 22 , 2008 Blue Cross and Blue Shield of Kansas Wins 2008 World-Class Customer Satisfaction Award from SQMLeading Healthcare Provider Recognized for Second Year Running for Highest Customer Satisfaction in their IndustryFairfax, VA, October 22, 2008 –Blue Cross and Blue Shield of Kansas (BCBSKS), the largest health insurer in the state of Kansas, was recently recognized for their world-class customer service by Service Quality Measurement (SQM) Group. Tying with Blue Cross and Blue Shield of Massachusetts, they also earned the highest honors within the healthcare industry segment. As part of a comprehensive strategy early in 2007, BCBSKS, in conjunction with Customer Value Partners (CVP), examined their customer experience and interactions, organizational design, call routing process workflows, quality assurance and management, performance measures and continuous performance improvement processes, workforce management techniques, and knowledge management. Their analyses led them to create a CRM roadmap that has taken their customer service to the next level. “We have been very fortunate to have the expertise of CVP to assist us in learning to do what we do better - to provide the highest quality service in the most efficient manner,” said Jeanie Schuler, Director of Member Services for BCBSKS. “We have learned so much, we have made many changes already and we are indeed seeing positive results.” “BCBS Kansas has always had an eye to better serving their members. They have taken great strides to achieve the highest customer satisfaction possible,” said Anirudh Kulkarni, Founder and Managing Principal at Customer Value Partners. “We congratulate them on this well-deserved award.” About Blue Cross and Blue Shield of Kansas Blue Cross and Blue Shield of Kansas is an independent licensee of the Blue Cross and Blue Shield Association. BCBSKS is the state's largest health insurer, serving all Kansas counties except Johnson and Wyandotte. About Customer Value Partners Customer Value Partners helps Fortune 1000, emerging industry leaders, and public sector organizations improve their business performance in selected functional domains including Customer Lifecycle Management, IT Functional Effectiveness, and Program Performance Management. Based in Fairfax, VA, with operations in Atlanta, Baltimore, Boston, Jackson, MS, New York and San Diego, our seasoned professionals focus not only on “Voice of Customer” but on how best to apply that “Voice” to drive and improve operations. We achieve clients’ strategic goals and create an enduring capability by instituting our “Success Rhythms” approach, scoping projects down to smaller, achievable tasks that build momentum for the organization, increasing the adoption and success rates of those initiatives. And throughout, we ensure that all initiatives ultimately improve customer or stakeholder experience. For more information, visit us at www.cvpcorp.com.
Media Contacts: Brian Lustig Lustig Communications for CVP 301.775.6203 brian@lustigcommunications.com
Amee Singh Customer Value Partners 703.267.6999 x126 asingh@cvpcorp.com
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