Avon Healthcare Adopts a Customer Centric Approach
Adesunmbo Ukiri, CEO, Avon HMO
Individuals who have subscribed to a health plan from Avon Healthcare Ltd (Avon HMO) have been experiencing proactive and responsive customer service. Complaints made to the Avon HMO 24-hour Contact Centre are resolved within five minutes and this turnaround time has exceeded the expectations of many clients.
Ms. Adesimbo Ukiri, MD/CEO of Avon HMO, recently made this known following a recent customer satisfaction survey carried out by the organisation. These results, together with customer testimonials, showed how Avon HMO’s dedication to customer care has resonated with their members and helped develop long-lasting, positive relationships. She said ‘Our members are at the centre of all we do. Our promise has always been one of responsiveness; when our members contact us, it is often at a time of need. We know that a quick response is wanted so we set ourselves a target of five minutes for complaint resolution. I am pleased that 95% of concerns are addressed and resolved within this time”.
According to Ukiri, Avon HMO has been able to achieve this through the adoption of a wholly customer-centric approach. This included a continuous process of logging, reviewing and understanding the types of queries received. Once it was clear what the common issues were, Avon HMO put themselves in the shoes of their members to develop a complaints resolution procedure that would specifically address each query. Supported by the expansion of its customer service department, these efforts paid off as there was not only a reduction in turnaround time but also a notable change in the way members’ concerns were resolved and the feedback received.
’Our team worked tirelessly to ensure that each concern received was resolved to a close out. For us, our enrolees are the ultimate judge of our performance so the file is still open until our members confirm that their complaint has been satisfactorily addressed.” Ukiri said. In addition, she explained that Avon HMO utilises multiple channels of phone, text, email, mobile messaging and social media to ensure that their members can reach them at any time of the day or night.
Ms. Ukiri stated that while exceptional cases may take up to 24 hours before being closed out, these often relate to events at a hospital and require investigation. To facilitate this, Avon HMO has fostered strong partnerships with the hospitals on their Provider Network. “These are partnerships of collaboration and have ultimately helped us in fulfilling our mission which is to empower our members to live healthier, fuller lives.” Ukiri added.
Avon HMO has a wide network of hospitals and clinics spread across the 36 states and major LGAs in Nigeria. It offers private health plans to individuals and families, as well as a full array of plans to communities, groups, companies and Governments across all states and regions.