Success Stories

Success Stories

    More About Pacific Blue Cross


ArticlePress release
(January 9, 2007)
Article Press release
(February 26, 2007)
ArticleInsurance Networking
(PDF)
ArticleCase Study
(PDF)
ResponseTek Customer - AON

Pacific Blue Cross is British Columbia's largest provider of extended health and dental benefits, serving over 2 million British Columbians. For over 65 years, the Blue Cross name has been synonymous with affordable quality products and personalized service for millions of Canadians.

Challenge

  • The insurer was looking for a solution to help them understand customer satisfaction and how that related to the renewal decision


Solution

  • Customers share their experiences through the Pacific Blue Cross website and as they reached key lifecycle stages
  • At-risk alerts based on keywords in customer experience insights are delivered throughout the organization

Results

  • Improved understanding of customers' needs
  • Prioritized strategic improvement based on customers' responses

 



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