Pacific Blue Cross Implements ResponseTek Solution to Enhance Customer Loyalty & Ensure Outstanding Customer Experiences

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Major insurance provider taps ResponseTek Customer Experience Management solution to keep more in tune with its two million customers

ResponseTek Networks Corp., the leading global supplier of Customer Experience Management (CEM) software and services, today announced that Pacific Blue Cross (PBC), has chosen the ResponseTekCEM® solution to enhance overall customer satisfaction and improve retention for its two million customers. The scalable, on-demand CEM solution will allow PBC to track customer experiences in real-time, and provide them with the tools needed to transform this data into meaningful, actionable information they can use to continually improve business processes and customer satisfaction. The ResponseTekCEM solution will also enable PBC to develop their strategic customer experience program to improve retention by identifying customers at risk of defecting to competitors in advance of policy renewal time, while simultaneously giving them tools to develop more powerful processes and programs to acquire new customers.

In its 65-year history, Pacific Blue Cross has established itself as a trusted leader in providing cost-effective extended health, life and disability coverage for its members. In today’s highly competitive market, characterized by rapidly changing demographics, rising health care costs and significant customer turnover, the commitment to excellence in service has become integral in PBC’s efforts to continue improving customer retention.

“Our goal at Pacific Blue Cross has always been to provide our customers with the very best products and services to meet their needs. And we can only do that by listening to our customers,” said Cindy Bratkowski, VP Client Services for Pacific Blue Cross. “The ResponseTekCEM solution will help us do just that. The information and insights we can gather immediately from customers will help drive innovation in the products and services we provide. With this improved ability to anticipate and identify customer needs, we’ll not only be able to better meet, but we’ll also be able to better exceed customer expectations for overall customer satisfaction.”

The ResponseTekCEM solution will provide PBC with a real-time, ongoing understanding of customers’ perceptions of the company. With the ability to continuously monitor customer experiences, PBC customer service and sales staff will be able to identify specific customer issues as they occur and rapidly manage their resolution. The management team at PBC will have the visibility to make continuous improvements to the company based on actual, timely customer feedback and requirements. This holistic view of customer experience information will increase PBC’s ability to track performance, increase retention and identify specific areas where it can improve. The ResponseTekCEM solution will seamlessly integrate into the contact center and CARESnet®, PBC’s member self-service website that provides groups and individual customers with a forum for feedback along with access to information on benefits and other products and services.

“We are excited that Pacific Blue Cross has selected the ResponseTekCEM solution as a key differentiator as they embark on their initiative to lead the industry in terms of customer growth and retention through the delivery of outstanding customer experience.” said Syed Hasan, CEO at ResponseTek. “With significant changes occurring in the insurance industry, successful companies must have a focused customer-centric strategy like Pacific Blue Cross.”

About ResponseTek

Headquartered in Vancouver, BC, ResponseTek Networks Corp. allows quality-driven Fortune 500 firms to increase revenues and profits by dramatically reducing customer turnover. The company’s Customer Experience Management (CEM) solutions enable organizations to continually improve the quality of their customer service by delivering up-to-the-minute, front-line customer experience information to their key decision-makers. By enabling executives and managers to gain true real-time enterprise-wide visibility into how customers perceive their organization’s performance, companies who use ResponseTek can act on problem areas in their business immediately, creating more satisfied, loyal and more profitable customer bases in the long term. Clients include AON, T-Mobile, ntl,, and Xerox.

About Pacific Blue Cross

Pacific Blue Cross ™ (PBC), together with its subsidiary British Columbia Life & Casualty Company (BC Life) share a common mission to be the most trusted and reliable provider of cost-effective health, life and disability coverage for our members. We are British Columbia's largest provider of extended health and dental benefits. Today, almost two million British Columbians have benefit coverage through Pacific Blue Cross. Our vision is to continue our position as the leader and most experienced provider of benefit coverage for our members, be recognized as being innovative and responsive to change and set the service standard against which all other providers are measured.

For more information

Please visit our web site at or contact:

Christine Tang, ResponseTek

604.484.2900 x 227

Mike Maloney, Interprose Public Relations


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Christine Tang
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