Jamie Cook: (00:08)
Riverside’s mission is to care for others as we care for those we love. Being a healthcare organization, we have to live our mission. We have right at 10,000 employees. Our prior vendor was not able to meet our needs. It actually cost us money because that vendor did not have the customer service and the client experience savviness as bswift.
Tracey Eisman: (00:32)
We keep the customer experience at the center of everything that we do. We call ourselves a service center. We’re not a contact center, we’re not a call center.
Aaron Alexander: (00:42)
We don’t want to put a time limit or a time cap on your conversation. We’re more so worried about the experience.
Jamie Cook: (00:51)
The reason that we chose bswift was the customer service experience that our employees would receive.
Tracey Eisman: (00:57)
Who we recruit and how we recruit, how we train, how we performance manage. It’s all critically important for us. It’s our passion and what drives us each and every day. We hire compassionate people and work with trusted partners who have an innate need to please. They deliver confidence and they’re problem solvers. They really listen to the voice of the customer.
Samantha Blackman: (01:23)
Every call to me is personal because I think of it as what if it were my sister or my grandmother, you know, calling because they had a problem with their coverage?
Chad Wilson: (01:33)
We take pride in the fact that we can actually help in a system like healthcare, where it’s so extensive and confusing and hard to understand.
Aaron Alexander: (01:41)
Sometimes it’s not the question that they ask, but maybe it’s the question that they don’t know to ask.
Chad Wilson: (01:47)
I wanna be able to make sure I get right answers and I wanna make sure I provide those answers the way I would expect to get them.
Jamie Cook: (01:53)
Once we got through the first full open enrollment, it was so much smoother. We had received tons of comments from our employees and several of our VPs to say this was so simple. It’s just completely different experience than what our employees had before.
Tracey Eisman: (02:08)
Did we provide the information they needed? Did we get to the unasked question? Did we make them feel good about the interaction? And if the answer is yes, we did our job.
Samantha Blackman: (02:21)
I want to bring that comfort and that assurance that by the end of this call, I’ve done everything you’ve needed. I want them to feel like they’re not calling a service center. I want them to feel like they’re calling their friend, Samantha.
Learn more about how bswift’s Service Center delivers a compassionate, personal customer experience.
