Medicare Expertise
Proven track record of delivering customer care solutions for Medicare Contractors

• Chad McClennan, President and CEO, and Barbara Miller, Vice President worked with the Health Care Financing Administration (HCFA) in 1998 and 1999 over a period of 18 months developing a comprehensive strategy and long range plan for Telephone Customer Service. Events since this engagement reinforce that the plan continues to be alive and is being implemented as envisioned during this timeframe.
  
• The Customer Group's first client was a Medicare contractor with call centers located in four states. The relationship has spanned more than 3 years and continues.
  
• Solutions Delivered
  • Selection of telecommunication systems
    
    
  • Oversight of telephony system installation for two regional call centers
    
    
  • Development of management reporting system
    
    
  • Creation and implementation of a comprehensive IVR test protocol for beneficiary IVR application mandated by CMS
    
  • Development of long-term technical strategy and architecture for virtual call-center environment
    
    
  • Development of system documentation standards and templates
      
    
• Delivering Results
  Broad experience in designing and implementing best-in-class customer care solutions in both the public and private sectors
  
  
  • Expertise is results oriented and customer focused
    
    
  • Experience spans platforms and technologies
    
    
  • Clients include companies large and small, across industries
    
    
  • The Consultant of choice for:
    • Credit Suisse First Boston
      
    • Orbitz.com
      
    • United Airlines Loyalty Services (UALS)
      
      
    • The Pampered Chef
      
      
    • Wilson Sporting Goods
      
  • 100% of our clients provide references on our capabilities
    

The Customer Group does not try to be all things to all people - we are completely focused on being the experts in customer service, customer support, call centers, contact centers and all touch points between your customers and your company. We are experts in managing change and delivering success.
  

The Customer Group will help you manage change and achieve success.