QUALITY ENHANCES CUSTOMER EXPERIENCE
Manufacturer’s Brand and Field Force seeking an enhanced customer experience.
Asked if current HUB performance could be improved through quality of work (output).
Hired Archbow to create a comprehensive end-to-end quality assessment for their current HUB Patient Support Services.
Archbow conducted an analysis of the benefit verification (BV) end-to-end process, including the current quality framework.
The assessment revealed that the HUB did not have an effective quality plan or a Quality Management System (QMS) in place that was designed to align with key customer, business, and compliance drivers. Nor were they monitoring the voice of the customer (VOC).
Implemented a QMS that focused on improving the areas of quality of output (zero defects), reducing variation, and driving reliability that supported two levels of monitoring: agent and business.
Created performance metrics that aligned to the customer’s program business rules, were fact-based, and grounded in solid measurements to allow for insights and actionable results.
Built a continuous process improvement framework based on Six Sigma principles to identify on-going value for the Patient Support Service program.
Implemented month-over-month BV quality trending reports to drive.
BV accuracy results improved by 4.8% within two months of monitoring.
Brand and Field Force customers (VOC) saw significant improvement in the accuracy of their BVs.