This Case is about ORGANIZATIONAL STRUCTURE, PERSONNEL, POLICIES STRATEGY
PUBLICATION DATE: March 05, 2010 PRODUCT #: KEL436-PDF-ENG
Key State Blue Cross along with Blue Shield Plan (a camouflaged case of a real BCBS Plan) is the merged item of 3 state approaches. Strained with a track record of bad customer service, Key State’s executives chose to invest greatly in service enhancement, ultimately attaining exceptional levels.Key State Blue Cross and Blue Shield Plan A Strategy for Winning in the Market through Customer-Focused Service Case Solution
Key State’s premium customer care became a real competitive benefit for its consumers, who were mostly companies and health advantages experts who affected business buyers of medical insurance.
The Key State brand name came to be associated with individual service, reliability, option, and security. The health care insurance coverage market was altering under Key State’s feet. The health care insurance coverage market was being transformed by monetary organizations prepared to hold health advantage accounts and pay carriers straight, thus getting rid of the requirement for Key State as a conciliator.