Online Service from Blue Cross/Blue Shield of FL (795 words)
Visitors can interact with the site in other ways, such as performing rate calculations, retrieving census data and requesting literature. Rates can be retrieved without logging onto the site, or a customer can log on (creating a record in Siebel) to get more specific quotes based on more extensive questioning.
Personalized application packets can be ordered and printed from the Connextions Literature Fulfillment Print On Demand Station. As literature is printed and mailed, status is updated within Siebel, providing up-to-the-minute information and accommodating changes to applications, confirmation letters and e-mails in real time.
Each specific tool within the Internet Pilot program is designed to facilitate the customer-CSR interaction. The aim, of course, is to increase sales and produce customer loyalty by providing flexible service at every stage of the customer experience.
Rob Panepinto is senior vice president/director of sales and development for Connextions.net. He can be reached at (407) 926-2411 or via e-mail at email@example.com.