Headquartered in Uniondale, New York, Healthplex is the largest dental insurance provider in the state of New York.
Business Needs and Goals
Their strategic goal was to respond to the increased demands for authentic conversations, as well as exceptional service and support.
Healthplex’s leadership invested in employee engagement with a service focus. They partnered with Communico to build resident capability inside the entire organization for ongoing training and development. Their MAGIC® of Customer Relations initiative included:
Impact and Measurable Results
- training leadership and middle managers in coaching and support skills
- certifying Healthplex trainers to provide ongoing training and development
Learnings and Insights
- Increased customer satisfaction
- Reduction in handle time
- Higher level of call-calibration than ever before
Leadership engagement and practical, tailored training:
- Supported the culture’s swift adoption of the MAGIC approach
- Yielded measurable business results