Dig Deeper Campaign

Dig Deeper and Stay Curious

Every Client Has A Problem. Do You Know What It Is?

Curiosity Walls

The Connecticut, Maine, Massachusetts, Syracuse and Twin States oces have set their curiosity walls. Thank you to those that have shared their thoughts. Reminder that the walls are posted as a place to share those customer problems that you hear while listening to others.

Curiosity in Action

Recently we achieved a small win to enhance our insured bill pay experience. On the Westbrook Curiosity Board, Joan Gallant (Director, Billing) posted a customerproblem , put simply as “Customers do not like our online payment site”. After a few more discussions with Joan to understand the root of the problem, a small group of folks came together for a short meeting, representing both business and IT. There were very clear issues identied, that were supported by direct customer experience feedback. We were able to discover key issues created by user behavior as well as a lack of transparency with the system. As an example, if a customer keyed in their account number incorrectly, they were not alerted to the fact that they may not be viewing their correct bill – and had the potential to pay the wrong one. After raising the issue with the company that supports the payment website, a fast change was made to help the customer identify the proper account…and we are pursuing additional areas to help provide a better experience!