APPROACHIn order to address Maxima’s concerns, Eziway introduced Maxima to their dedicated service model. Key elements of this service model included:
- Dedicated Customer Relationship Manager as the stakeholders’ single point of contact for all matters relating to Maxima’s program who would advocate their needs through the business.
- Dedicated Client Service Officers who would answer calls within 7 seconds and process claims, new starters and amendments within 24hrs.
- A sophisticated, integrated administration system that would allow stakeholders to generate their own reports using live data and permit employees to self-serve using their mobile devices.
"We don’t have any noise from staff now since moving to Eziway. This is always a great indication that the program is running well."