Insider Update

The Delta Dental onboarding process is smooth sailing, according to new clients. According to the results of a recent survey, most new Delta Dental group clients found their onboarding experience to be exceptional.

Among more than 200 new clients who completed the survey, 98% rated Delta Dental’s Customer Onboarding team as very good or excellent. Also noteworthy is that the Customer Onboarding team didn’t receive a single negative review.

In the survey, clients were asked to rate the service they received from their Onboarding Project Manager based on these criteria:
 

• Provided oversight on end-to-end setup to ensure the project stayed on track and overall client satisfaction was met
• Provided timely response and follow-up to client phone calls and emails
• Was knowledgeable about the client’s benefit plan
• Communicated potential problems quickly
• Provided service that met the client’s expectations
   

“The survey speaks volumes to the client’s experience during implementation,” said Christina Snyder, Delta Dental’s Director of Client Onboarding. “One of a new client’s biggest fears when moving carriers is the onboarding process and all the headache that can arise. We understand that, and that’s why we’ve been developing our onboarding process for over a decade.”

The Customer Onboarding team acts as the project management expert throughout the onboarding process. Each new client is assigned an Onboarding Project Manager, who leads external and internal teams through requirement sessions, documenting client expectations and managing the timeline and milestones. The Onboarding Project Manager also identifies, communicates and mitigates risks.

Snyder said that the Onboarding Project Manager’s goal is to ensure that timing and accuracy expectations are not only met but exceeded: “They’re the client champion throughout the implementation.”

Each new client is also provided an online client dashboard. The dashboard provides instant access to vital information, including:
 

• Real-time timeline and requirements
• Minutes and action items
• A contact list
• Benefits administrator documents
• Online training sessions and demos
• A client feedback survey
   

So remember, for your group clients, a stellar onboarding experience is just one more example of the excellent value and customer service your clients get with a Delta Dental plan.