The customer comes first
Our business revolves around the customer. The customer comes first. We’re not satisfied unless you’re satisfied. Statements like these are overused and are conveyed with such irreverence that I’m sure you write them off as silly clichés. I know I do every day.
When I started working as the Marketing Director at Delta Dental of Wisconsin in October 2009, it took only a couple of weeks before I realized there was something different about our office. There was truth to what elsewhere would be considered clichés.
Delta Dental of Wisconsin is not your typical insurance carrier. It is committed to something bigger than dental insurance. We asked insurance producers (agents and consultants) to compare us to other carriers. They rated us No. 1 in what matters most to employers: customer service, claim accuracy, rate stability, savings, dental networks, and ease of administration. This doesn’t happen without dedication and trust from our business partners.
I first noticed there was something different when I met our call-center staff. Delta Dental’s Benefit Center is located in a spacious, well-lit building with large windows and colorful foliage. It’s more reminiscent of a hotel lobby than a typical service center. It emits a different vibe. Warmth. Friendliness. And valuable knowledge. I soon learned that our team averages nine years of experience at Delta Dental of Wisconsin. And calls are answered in less than 15 seconds, with more than 99 percent of inquiries (calls) resolved on initial contact.
The Benefit Center was just one example. Expertise, experience and knowledge permeate our organization. Employees care because: 1) the company cares about them, and 2.) we are a not-for-profit organization focused on improving access to quality oral healthcare across the state. We work hard to take care of our business partners so they continue to trust us, thus enabling us to further our mission to extend access to oral health to underserved populations throughout Wisconsin.
In 2010, these discoveries became the thrust of our marketing approach. We wanted our business partners to meet the people that “make it happen.” We developed an award-winning microsite, experience.deltadentalwi.com, to introduce you to Delta Dental of Wisconsin and our experienced staff.
Now our goal is to take our strategy to a new level and become an even greater resource for the producers, employers, individuals, and dentists that count on us every day. One way we do that is through our new Delta Dental of Wisconsin blog.
In the coming weeks, we’ll be sharing our expertise with the goal of disseminating information you can use – not sales pitches or irreverent thoughts. You’ll meet and hear from Delta Dental of Wisconsin staff, from key executives to sales to dental-office recruiters to product specialists – all with the goal of providing you facts, data, and information you can use.
After all, we know dental insurance better than anyone, and are more trusted and more successful than anyone in Wisconsin. So who better to trust for dental-benefits information?
Please let us know what you think about our blog. After all, it’s for your benefit.
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