client
Blue Cross Blue Shield of Arizona (BCBSAZ) was founded in 1939 and provides more than 1 million AZ residents with health insurance products, services and networks. Offering various health plans for individuals, families and multi-sized businesses, Blue Cross Blue Shield of Arizona’s mission is to provide high-value health insurance and improve the quality of life for all of Arizonans. A 2009 Group Customer Satisfaction Survey showed 95 percent of BCBSAZ customers were fully satisfied with the company.
challenge/need
Blue Cross Blue Shield of Arizona wanted an efficient way to send welcome packets to new customers obtained by their inside sales team immediately following television advertisements. These custom packets needed to provide relevant product and service information, as well as a personalized letter and business card for the customer’s regional contact.
solution
Prisma Graphic worked closely with BCBSAZ’s call center to create a process that electronically transfers welcome packet orders from the inside sales representatives’ CRM (Salesforce.com) directly to Prisma’s Fulfillment Department. These orders include a personalized letter and business card from that customer’s assigned BCBSAZ representative, along with relevant product collateral. This fully-integrated turnkey solution has become a long-standing program for Blue Cross Blue Shield and will soon be upgraded to include USPS intelligent barcode notifications for sales follow-up.
benefit
Blue Cross Blue Shield of Arizona has a direct, personal and expedited communication with their new customers, which upholds its goal of providing immediate and exceptional customer service. In this case, BCBSAZ receives all the necessary information to serve the client, while Prisma Graphic uses its fulfillment expertise to quickly create and deliver the personalized welcome packets. As a result of this partnership, Blue Cross Blue Shield of Arizona is able to retain and strengthen its reputation as one of the most responsive and efficient healthcare providers in the industry.
