Regardless of the industry, every company is in the customer-service business. Every little point of contact with a customer helps build a trusting relationship and makes them glad they’re doing business with you.
At Delta Dental of Wisconsin, we think that using service to gain trust and build our relationship with you are important parts of the “Delta Dental Difference” — whether you’re a broker or agent, dentist or dental-office staff member, representing an employer group or a consumer. We want you to receive great service and be happy that you’ve chosen Delta Dental.
So how do we deliver great service? It’s not just any one thing; a lot of things make the difference, and everyone on the Delta Dental team makes it happen. Here are some examples:
- When you call our corporate office, a real live person answers the phone. You’re greeted by a friendly voice asking how we may direct your call. You’re not forced to navigate an annoying maze of button-pushing or endless menu options to get service. Just let us know who you want to speak with or what your question is about, and we’ll get you to the right person.
- In our award-winning Benefit Center, we receive more than 1,700 calls per day. Our Benefit Advisors are able to help dental-office staff, consumers and employer representatives. They provide professional service and first-call question resolution 99 percent of the time. Did I mention that our Benefit Center has won awards? Oh, yeah! For five consecutive years, we’ve received national recognition and certification as a Center of Excellence from the BenchmarkPortal at Purdue University.
- Our Enrollment and Billing team partners with employer groups to ensure the integrity of employee enrollment files and answer billing reconciliation questions. We receive more than 70 percent of enrollment information electronically; that’s a lot of data moving securely back and forth. Our experts make sure that enrollment information is correct, ID cards are promptly sent and billing is timely and accurate. They’re awesome!
- Two entire teams are dedicated resources for dentists and dental-office staff. Our Professional Relations and Professional Services teams have years of clinical dental experience; they help with processing issues and complex claim questions. If you have a question about a clinical procedure — let’s say, apexification … who knows what that is? The PR/PS teams have the answer and are happy to help you. These teams also provide educational services through seminars for dental offices and health fairs for our employer groups.
We also have lots of folks working behind the scenes in marketing, finance, underwriting, actuarial services, information technology, data entry, mail, and administrative services. Their coordinated efforts and support keep all systems running smoothly. Everyone works together to make sure that you get great customer service.
We work hard every day to provide the service you want and to earn your trust as the dental-benefits leader. We want you to be happy that you’ve chosen Delta Dental.
