Let’s Connect in 2015
January 2, 2015
Each new year I take the opportunity to reflect on our business and services. The general theme of these musings is that, in this age of technology and mass communication, building solid connections with our clients is the cornerstone of a long-term business relationship; and your relationship is very important to us. So as we head into the New Year, I’d like to make my New Year’s resolution to connect in 2015.
We Will Be Better Listeners:
In 2014 we took the initiative to help improve communication and understanding with our clients by launching our customer service portal. The Customer Service Portal allows us to connect with a broad array of clients – more frequently and more consistently. Throughout this process we identified a number of insights that will help us improve our services.
We have taken steps based on your feedback to enhance a number of key customer touchpoints. For example we implemented a customer care initiative which is driving improvements to first call resolution rates and significantly reducing call transfer rates – a key theme that was highlighted in the survey. Similarly, based on your feedback, we’re also taking a closer look at our billing systems and advancing our efforts for electronic invoicing and payment. Both of these initiatives will be areas of investment for us in 2015.
We Will Respond to Your Feedback
It’s one thing to listen, but it’s crucially important that we respond appropriately to your suggestions for being a better business partner. In 2015, we’ll leverage the insights gleaned in our survey, and we’ll continue to measure the performance of customer touchpoints in areas such as our call center, issue resolution, pricing and online systems (to name a few). We know your experience with these various Hybrid Claims services, improves your overall experience and perception of us as a partner. We want to be the company you love doing business with; the one you’d recommend because you know we’re committed to your success. We’ll continue to openly communicate with you about the investments and enhancements we make in the business, and I hope you’ll see first-hand the difference in your experience.
We Will Continue to Solve Your Claims Handling Challenges
I want you to know that we’re [and have always been] committed to helping you improve your claims operations. We believe in 2015 that we will continue to deliver the great experience you have come to know with Hybrid Claims. The experience where we do not compromise on standards or quality! Hybrid Claims Group remains focused on helping you succeed!
In closing, I want to say thank you for your business and your investment in Hybrid Claims Group over the past 15 years. We are working hard to continue to earn your trust every day and I hope that you see we are committed to enhancing your overall experience with Hybrid Claims Group. As much as we appreciate your business, we really value your feedback.
Here’s wishing you a happy, healthy and prosperous New Year!
Let’s Connect in 2015
Michael C. Bivona
Chief Executive Officer
Hybrid Claims Group, Inc.
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