Blue Cross and Blue Shield of Kansas Wins 2008 World-Class Customer Satisfaction Award from SQM
Fairfax, 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 health care 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.
Customer Value Partners (CVP) is a business strategy and information technology (IT) consultancy that helps private and public sector clients “Be Better.” It supports clients in the healthcare, national security and public sectors in achieving their mission goals by delivering improved business efficiency, workforce optimization and practical application of emerging technology. The CVP staff consists of seasoned professionals that provide experience-based solutions across our four core competencies: Agile Systems Integration, Cybersecurity, Performance Transformation and Analytics, and Training and Strategic Communication. Based in Fairfax, Virginia, CVP has developed a nationwide operational reach. CVP has been independently appraised at Maturity Level 3 of the CMMI Institute’s Capability Maturity Model Integration. [ Read More ]