'I can help you with that'

August 31, 2017

When calling for service, no one likes being on hold. Getting transferred too many times can also be frustrating.

That’s why we’ve taken steps to streamline service. Now it doesn’t matter if you’re calling us about your benefits or a disability claim. Generally, you’ll be able to talk to one person about either service. With fewer call transfers, customers like you spend less time waiting.

“We wanted to remove an invisible line that used to exist,” says Alana Shearer-Kleefeld, Director of Employee Benefits. “Having two separate teams led to a lot of back-and-forth for customers who called us about more than one thing. This wasn’t ideal. So when we saw a chance to improve, we did!”

And given what both teams do, the decision to combine them made a lot of sense.

“Our goal is to provide excellent service,” says Jade Lea-Wilson, Manager of Employee Benefits. “A one-stop approach creates more consistency. One person can handle more calls from beginning to end.”

“We aim to take care of the caregivers,” says Shearer-Kleefeld. “And with this new process in place, we believe it will.”

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