Delta Dental Annual Report 2010 - 6

Common Ground through Service Excellence
Just as leadership is measured by specific criteria, so too are the perceptions of excellence in every customer experience. Whether looking from the perspective of our clients, providers, producers or our own employees, we all share common ground when it comes to serving our members. Our unwavering commitment to provide excellent service, with perfection as our goal, drives us to monitor and improve all day-to-day experiences within our organization. The obvious signs of our successes are evidenced by revenue growth, new clients, client retention and consistently strong satisfaction ratings from our members.

perspective
“The implementation phase of a new carrier selection is critical. It is the basis from which a client gains confidence in the carrier, and it is the foundation of effective claim administration. In my experience, Delta Dental’s account management team leads smooth, collaborative and organized implementations that result in very satisfied clients.” - Jane E.A. Schmittgens, Vice President, Lockton Companies

Producer

Founded on personal connections
Strong relationships characterize our business approach with our clients, members, providers and producers. We view these relationships as long-term commitments, because they are. The average tenure of a Delta Dental of Missouri employee is 13 years. Our annual client retention rate exceeded 98.5 percent in 2010 and has averaged 99 percent over the past five years. Our members are well served from all perspectives by the shared commitments and personal connections we have in our sales, account management, group accounts, professional relations and customer service teams. Our client relationships start with our experienced sales team who bring extensive industry expertise to the process of developing the right benefit programs for each group. Clients quickly learn to respect their account manager as a dependable guide through a smooth implementation and as a trusted long-term benefits partner. This partnership works to obtain the most value for our members through a dental or vision benefits plan. Account managers consult with each client to review utilization trends, employee population demographics and cost management results to develop benefit plan improvements that help benchmark the value of the program. Another contact for our employer client is the group accounts representative who resolves questions

perspective
“What happens behind the scenes to deliver effective services is very important to me when I am selecting a vendor/partner for my organization. I had confidence that our account would run like a well-oiled machine due to Delta Dental’s knowledge and experience and their commitment to service. I was right.” - Sherry L. Ward, Vice President, Maritz Holdings, Inc.

Client

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Delta Dental Annual Report 2010

Table of Contents for the Digital Edition of Delta Dental Annual Report 2010

Delta Dental Annual Report 2010
Letter from the Board Chair and the President
Understanding Health Care Reform
Perspectives on Leadership
Common Ground through Service Excellence
Internal Focus on Organizational Health
External Focus on Healthy Communities
The Final Perspective: Growth & Stability
A Few More Numbers for Delta Dental of Missouri
A Quick Perspective on 2010
2010 Board of Directors
Delta Dental Annual Report 2010 - Delta Dental Annual Report 2010
Delta Dental Annual Report 2010 - Letter from the Board Chair and the President
Delta Dental Annual Report 2010 - Understanding Health Care Reform
Delta Dental Annual Report 2010 - Perspectives on Leadership
Delta Dental Annual Report 2010 - 5
Delta Dental Annual Report 2010 - Common Ground through Service Excellence
Delta Dental Annual Report 2010 - 7
Delta Dental Annual Report 2010 - 8
Delta Dental Annual Report 2010 - 9
Delta Dental Annual Report 2010 - Internal Focus on Organizational Health
Delta Dental Annual Report 2010 - 11
Delta Dental Annual Report 2010 - External Focus on Healthy Communities
Delta Dental Annual Report 2010 - 13
Delta Dental Annual Report 2010 - 14
Delta Dental Annual Report 2010 - 15
Delta Dental Annual Report 2010 - The Final Perspective: Growth & Stability
Delta Dental Annual Report 2010 - A Quick Perspective on 2010
Delta Dental Annual Report 2010 - 18
Delta Dental Annual Report 2010 - 2010 Board of Directors
Delta Dental Annual Report 2010 - 20
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