Member Engagement Services

What Happens after the sale??

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As we all know, the sale is just the first part of the customer journey.  The next step is to create customer satisfaction and loyalty.

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We can help with the following solutions:

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• Completing Third Party Verification to validate the enrollment and make sure the client understands all the benefits.  Confirming the agent review both PCP and drug coverage.   We have found that these 2 details impact stick rate more than anything else.

• Making outbound welcome calls to members 7-10 days after enrollment to ensure receipt of the welcome package from carrier, answer any questions the consumer has and asking high impact questions for additional sales opportunities.  This dramatically improves customer satisfaction, loyalty and most importantly stick rate.

• Inbound and outbound calls about their ANOC (Plan Annual Notice of change) letter to alleviate concerns,  answer questions and to transfer to a licensed agent if needed.

• Help with the creation of a customer services line as the first line of defense.  There is so much marketing out there and it is imperative to have your client call your agency for servicing.

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