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Medical and Dental Insurance Provider Increases Sales Volume by 11% the First Year and Improves Profit by $7.5 Million Annually Thereafter

Situation

A Des Plaines, IL non-profit firm providing health and welfare insurance to over 20 U.S. states had seen a steady decline in sales, morale, and employment over a number of years.

The COO selected a MetaExpertTM from MetaOps, Inc. to assist them in establishing a program to improve customer satisfaction and unify the workforce to improve company-wide performance in three key areas – process quality, customer satisfaction, and increased sales. The MetaExpertTM led them to improving volume of sales by 11% the first year and a profit improvement of approximately $7.5 million annually thereafter.

Actions

The transformation resulted in:

Improved health & welfare sales volumes by 11% over the first full year
Employment costs fell by 10% through attrition – no one was laid-off
Measured quality in processes improved an average of 35%
Customer satisfaction indexes improved 30% to 50% for each measure
Employee morale improved and grievances dropped to near zero in the process
Estimated profit improvement: $7.5 million annually

Results

Measured and improved calls handled per hour resulting in:
- A 13.8% productivity improvement in 90 days,
- A $500,000 in annual savings, and
- Service-level agreement levels remaining consistently at or above targets.
Customer satisfaction increased due to shorter handle times and a higher percentage of calls not requiring escalation.
The company incorporated the practices MetaExperts™ delivered into their other areas of operations.

Return on Investment

11% sales increase overall and 200% increase over results of prior year in new business
10% decrease in workforce through attrition
35% measured process quality improvement
30-50% increase in customer satisfaction
$7.5 million annual cost avoidance

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Address

Corporate Address:
10343 RS Avenue
Mattawan, MI 49071

Canadian Address:
168 Beaconsfield Blvd, Beaconsfield,
QC H9W 4A1

Mexico Address:
Circunvalación Sur 115A, Int. 6, Las Fuentes
Zapopan, Jalisco, Mexico, 45070

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