Head, Customer Experience Management
Ubong was tasked with heading up customer experience at Nigerian health insurance provider Hygeia, in 2017, following a change in management and strategic direction.
Management buy-in was pivotal to Ubong being able to drive a number of vital CX initiatives forward – from developing a roadmap and framework for delivery, through to hierarchical changes to meet the framework’s new needs, a newly-optimised contact centre (renamed Hycare Service Centre) and rolling out a daily after-care experience survey to gather feedback and insight on customers’ experience.
A key innovation has been the way the business now monitors and provides prompt intervention for its customers who are experiencing a delay at healthcare centres. Ubong and his team introduced a process and channel where customers can immediately notify them by sending the keyword ‘Delay’ to a number on WhatsApp. The customer is automatically prompted to provide his/her identification number and location and upon receipt of these details, the customer and hospital representative is contacted and engaged to address the issue.
Further changes have been made in the contact centre’s approach to dealing with service queries, resulting in a marked increase in customer satisfaction levels, growth in sales and client retention.
Crucially, call answer levels have increased, whilst improvements in the quality of service and processes at hospitals have resulted from feedback from the Voice of Customer activities, complaints and requests being driven by Ubong and his CX team.
“The successes made so far has positioned us as a key stakeholder and a CX thought-leader. Today, I am being invited to speak at CX conferences within Nigeria and Africa using the Hygeia HMO Limited Customer Experience Journey as a case study.”