Service counts!

August 24, 2007

John Shade By John Shade, senior vice president of
Ceridian Benefit Services
As you may know, our shared vision for all Ceridian business units, including Ceridian Benefits Services (CBS), is as follows:

To be the #1 business services company that grows every year because we are passionate about providing our customers solutions that maximize the value of their people and best at providing repeatable and reliable service.

To ensure CBS' future success, we understand that we must provide scalable, repeatable and reliable service to you, our clients and consumers. These basics are critical stepping stones, paving the way for CBS to become the nation's premier benefits services provider and deliver on our service commitment to:

  • Sell our service, not our transactions and products.
  • Join the ranks of the premier service organizations (USAA, Capital One), delivering high-touch, high-quality service.
  • Provide actionable information to our consumers -- your employees -- delivered via the consumer's preferred channel in a timely manner.
  • Engage and coach our consumers in each and every applicable interaction.
  • Create a service environment where our consumers will proactively involve Ceridian in decisions regarding their benefits, health and wellness.
  • Provide ease of administration, hassle-free interaction and the highest quality to you, our employer clients.

As we work toward achieving our vision, Ceridian Benefits Services has been undergoing a dramatic transformation. CBS has a new executive team that has been driving a service revolution -- refocusing our organization on putting clients' needs first. We have been changing the way we do business with each of our clients, and I'm pleased to report that we are beginning to see evidence that the changes are having a positive impact on the quality of our service. For example, the "average speed of answer" of calls placed to our Customer Service Call Center has improved by 300 percent over 2006. Calls to our center are now being answered faster and more accurately than ever!

At the heart of our renaissance are some major changes we are putting into place based on feedback from clients. They include the following:

  • Changing our service delivery model to provide more prompt and dependable service to you.
  • Re-creating our corporate culture to make CBS a more service-driven, client-focused organization.
  • Developing new products and solutions and enhancing existing ones.
  • Upgrading our technology and platforms.
  • Streamlining our processes and procedures.

We are very excited by these changes, and have no doubt you'll agree that they will have a major impact on the quality of the service we provide. I look forward to future opportunities to share our progress.

John Shade joined Ceridian in 2006 as senior vice president of Ceridian Benefits Services. He is a seasoned and successful operations and technology executive with more than 12 years of experience in the health insurance and benefits administration sectors. John's career is marked by a distinctive theme of performance improvement. He has been known as the individual who can integrate technology, process and people and thereby improve financial performance, customer satisfaction and industry reputation.


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