ARMONK, N.Y. & BLOOMFIELD, Conn.–(BUSINESS WIRE)–CIGNA (NYSE:CI) today appear the antecedent after-effects of its multi-year action that places an absolutely new focus on convalescent customers’ experience. The accomplishment has led to an advance in chump compassionate of their allowances in balance of 100 percent, a 50 percent abridgement in the cardinal of printed abstracts barter receive, and the use of simpler accent that doesn’t await on allowance jargon. It additionally led CIGNA to become the aboriginal in its industry to action 24 hour-a-day, seven day-a-week chump service.
Tapping the ability of IBM Global Business Casework (NYSE:IBM) as an advisor, CIGNA has apprenticed its new chump focus throughout a 27,000-employee organization, retraining advisers on how to bear consistent, affection account to its customers. The aggregation started by creating a Chump Acquaintance Office – a aboriginal in the bloom account industry — to serve as the articulation of the chump and spearhead a cultural change. Alive with IBM, CIGNA’s Chump Acquaintance Office articular and prioritized specific areas for improvement, absorption on eliminating affliction credibility for barter and acclamation issues that had the best appliance to customers.
“At the affection of our accomplishment is our own accepting that we charge to do added to aish complication and abashing and be easier to understand, whether on the phone, through our acceptance communications or by analytical the accent we use to explain our articles and services,” said Ingrid Lindberg, CIGNA Chump Acquaintance Officer. “This is an advancing effort, and our aggregation has accepted this eyes that puts barter at the centermost of efforts to advance health, abundance and faculty of security. These efforts are accepting an impact.”
In addition, CIGNA began to tap chump advice to accomplish interactions with the aggregation added personalized. For example, back a chump calls in with a catechism about a dental claim, CIGNA advisers can agenda that they additionally accept pharmacy allowances and action to accommodate advice in refilling a decree while they are on the line. By alive added carefully with customers, CIGNA assembly are now able to advice analyze gaps in affliction and assignment with their doctors and affliction managers to advice ensure patients are demography the appropriate medication and accepting the chase up they charge either from a primary affliction doctor or a specialist.
CIGNA’s new action continued to every angle of its interactions with its bloom affliction customers. The aggregation started by simplifying the way actual is written, abbreviation the bulk barter accept and bringing accuracy to how CIGNA advisers allege with barter by answer complicated benefits, behavior and acknowledged clauses in simplified terms. It additionally simplified its account of allowances to accomplish the advice added bright and barefaced and will activate use of the redesigned account of allowances this fall.
“CIGNA recognizes and embraces the accent of the alone chump and their acquaintance and this has led to a abstruse change in how CIGNA has modeled its business,” said Steve LaValle, Partner, IBM Global Business Services. “For example, CIGNA additionally developed new technology that provides a 360-degree appearance of the chump acceptance CIGNA’s chump acquaintance assembly accelerated admission to the aforementioned constant advice to abode chump needs.”
The aggregation additionally formed carefully with IBM Global Business Casework to transform how abstracts is captured, stored, analyzed and acclimated for the account of customers. This includes application IBM FileNet action agreeable administration software to capture, abundance and retrieve CIGNA communications with barter such as forms, belletrist and e-mails to accommodate accelerated admission to aforementioned advice barter see while acclamation chump needs – article best barter ability apprehend but few organizations can absolutely do.
A new IBM whitepaper: Don’t crop on chump trust: Navigating the chump acquaintance adventure on the asperous alley ahead, describes how CIGNA formed with IBM Global Business Casework to advance its absolute chump focused strategy, the after-effects of its efforts to date and acquaint abstruse for added organizations additionally appetite to be chump focused.
CIGNA (NYSE:CI), one of the nation’s arch bloom account companies, is committed to allowance the bodies we serve advance their health, abundance and faculty of aegis absolute a adapted portfolio of allowances and services. Serving about 46 actor bodies throughout the United States and about the world, CIGNA’s operating subsidiaries action a abounding portfolio of medical, dental, behavioral health, pharmacy and eyes affliction allowances as able-bodied as accumulation life, blow and affliction insurance. To apprentice added about CIGNA appointment www.cigna.com.
For added advice about IBM, visit: http://www.ibm.com/think
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