Delta Dental Annual Report 2009 - 10

commitmenttoservice. Karl Mudra has been serving for three years on the St. Louis Community College Foundation Board, which provides private funding for scholarships, programs, facilities and services that benefit students and the community. i believe that volunteering lifts people up. When someone volunteers more can be accomplished. also, i find it personally rewarding to give of myself to others. Karl Mudra Information Systems homegrownheroes. Performance Standards Our philosophy of service has always been, “excellence is our standard; perfection is our goal.” We demonstrate that mentality in a number of ways. Delta Dental of Missouri sets performance standards on issues critical to our clients. For example, we have instituted standards for how quickly we answer phone calls, how responsive we are to resolving customer issues and questions, how satisfied our clients and members are with our service, how satisfied members are with their dental visits, the speed with which we process claims, the time frame for issuing payments on submitted claims, the technical and financial accuracy of claims payments and more. Solution-focused We pay particular attention to the experience of members and clients who have a question or a problem. It takes quite a bit of organization and the latest technology to make sure that the right information, updated and accurate, is available quickly when a customer calls Benefit24 or uses Benefit24 Online. We ensure a positive experience for customers who choose personal service. In 2009, calls coming into customer service were answered within an average of 11 seconds, representing 93.5 percent of calls answered within 30 seconds and an abandon rate of .36 percent. We created solutions for customers on the first call over 99 percent of the time. Guarantee of Service Excellence More than a decade ago, we were among the first in the dental benefits industry to develop service guarantees. Our “Guarantees of Service Excellence" promise our clients and their members that we will meet expectations on key service areas, as defined by the client, or pay the client if and when we do not meet service goals. Often guarantees include measurable performance goals for prompt and accurate issuance of ID cards, smooth implementation of services, fast response time on client and member requests and accurate claims processing. We lead the industry in service excellence and we never rest on our laurels. All members of our customer service team receive ongoing training on technology and soft skills. We also select only those employees who are well-suited and enthused about providing personal service to our members, our dentists and their staffs. This has been a successful approach. This year, as in past years, callers contacting our customer service area were satisfied over 98 percent of the time. Our employees are also satisfied with their role. The average tenure in both our customer service and group accounts departments is almost fifteen years.

Delta Dental Annual Report 2009

Table of Contents for the Digital Edition of Delta Dental Annual Report 2009

Delta Dental Annual Report 2009
Steve Gaal Our Homegrown Hero
2009 At A Glance
From the Chairman of the Board
From the President and CEO
Industry Leadership
Commitment to Service
Community Engagement
Strength and Purpose
2009 Financials
2009 Board of Directors
Homegrown Heros
Delta Dental Annual Report 2009 - Delta Dental Annual Report 2009
Delta Dental Annual Report 2009 - Steve Gaal Our Homegrown Hero
Delta Dental Annual Report 2009 - 2009 At A Glance
Delta Dental Annual Report 2009 - From the Chairman of the Board
Delta Dental Annual Report 2009 - From the President and CEO
Delta Dental Annual Report 2009 - Industry Leadership
Delta Dental Annual Report 2009 - 7
Delta Dental Annual Report 2009 - 8
Delta Dental Annual Report 2009 - 9
Delta Dental Annual Report 2009 - Commitment to Service
Delta Dental Annual Report 2009 - 11
Delta Dental Annual Report 2009 - 12
Delta Dental Annual Report 2009 - Community Engagement
Delta Dental Annual Report 2009 - 14
Delta Dental Annual Report 2009 - 15
Delta Dental Annual Report 2009 - Strength and Purpose
Delta Dental Annual Report 2009 - 17
Delta Dental Annual Report 2009 - 2009 Financials
Delta Dental Annual Report 2009 - 2009 Board of Directors
Delta Dental Annual Report 2009 - Homegrown Heros
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