customer experience

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Healthy Living Medical Supply's Commitment to Patient Safety during COVID-19

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Dear Healthy Living Medical Supply customers,

First, as always, we would like to express how grateful we are for all of you. This is a very uncertain time with many questions. In the midst of this, our hearts go out to the many people and businesses who have been impacted by the COVID-19 virus.

During this difficult time, we believe it is our duty to promote health and safety among the community at large, and especially within our customer, provider, supplier, and employee communities. As always, our goal is to provide diabetes supplies and technologies with a premier customer service experience, so you always have the supplies you need, when you need them.

Healthy Living is working hard to ensure that our level of customer care can be maintained, and you can continue to receive your supplies on time. Some steps we are taking include setting up systems for employees to work from home and obtaining additional inventory, over and above our usual, to ensure that we can take care of our customers, even if supply chains are disturbed due to the impact of the virus. Know that you may experience a slightly longer wait time than normal when calling in, and please rest assured that voicemails will be tended to in a timely manner. Remember, you can always text us at 248-577-9903 for a live agent. Overall, we want to reassure you of Healthy Living's service resilience during this time.

We hope that you can be encouraged, knowing that we are doing everything in our power to be prepared and continue to give you the service you deserve, and have come to expect, from Healthy Living Medical Supply.

Warm regards,

Cliff Grabowski
President, Healthy Living Medical Supply


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The Magic of Service - Customer Service Appreciation Week 2019

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A couple of weeks ago, Healthy Living celebrated Customer Service Appreciation week and took the opportunity to thank all HLMS team members who help us build a customer-focused culture. The theme this year was "The Magic of Service." Matt Montagne, our VP of Strategy and Innovation, extended his gratitude, writing:

"It isn't always easy, we don't always get it right, and providing a high level of customer service is an ever-growing challenge, but I appreciate everyone's contributions to building a strong reputation with the doctor's offices, manufacturer partners, hospitals, and of course the patient community. It takes a village to pull this off, and our village includes billing, pharmacy shipping, customer care, and admin all working together to do right by our customers."

The week included lunches from Detroit eateries and special activities for the team including massages, yoga, horoscopes, and contests.

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Hiring & Training to Improve the Customer Experience

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At Healthy Living, we believe that we can always improve, and we are constantly trying to give our customers a better experience — from when they contact us to when they receive their supplies. To that end, we have been hiring and training qualified, competent, compassionate customer care agents to expand our team. We will have more availability when you contact us for assistance with your diabetes supplies and will continue to provide proactive follow-up to keep things simple for our customers.
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Getting to Know Libre CGM

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When we learn more and dig a little deeper, we often come out with better understanding and more compassion. Jennifer, a business development team member with Healthy Living, is trying out the Freestyle Libre CGM for 14 days to help all of us better understand the technology and the patient experience using the sensor and reader. This is similar to the Healthy Living Wear-a-Pump Challenge from a couple of years ago when several team members lived life using an insulin pump for a week! We are excited to hear what Jen will learn from her firsthand experience with the Freestyle Libre CGM system. Learn more about the Freestyle Libre and how to get started.

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Healthy Living Is Here for You - on Saturdays Too!

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We are always looking for ways to make life easier for our Healthy Living customers! We know that when you’re working full time (or just really busy), it’s often hard to make calls during the normal 9 am – 5 pm business hours. That’s why we have consciously chosen to offer extended weekday hours, from 8:30 am – 6 pm, and we’re also open on Saturdays from 9 am – 3 pm. Our Saturday service means that we are open 45 more days a year than many other suppliers you may come across. Give us a call – we’re here for you!

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Using Key Performance Indicators to Improve the Customer Experience

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To keep our customer service performance top notch, Healthy Living is always evaluating our KPIs (Key Performance Indicators). One of these is the Average Speed of Answer or ASA. This metric tells us how long customers and providers are waiting to speak with an agent when they call. Our goal in this area the “80/20 Rule” – we strive to answer 80% of our calls within a 20 second or less wait time.

Our ASA fluctuates daily and monthly, but we always watch this number and try to keep getting better. Here are our latest stats:

  • December, 2017 – average of 19 seconds
  • January, 2018 – average of 21 seconds
  • February, 2018 – average currently at 26 seconds

By monitoring Key Performance Indicators like Average Speed of Answer, we are more aware of what our customers are experiencing and hold ourselves more accountable, all so that we can continuously improve.

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Shining a Spotlight of Appreciation on Healthy Living Shipping

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“As a shipping and receiving team, it’s a team effort – we all realize that we’re customer service and getting shipments out in a timely manner and correctly is our ongoing goal.”
                                    – Steve, Healthy Living Shipping Manager

While they don’t interact directly over the phones with our customers, Shipping is an integral component of our approach to excellence in the area of customer service.

Steve is our shipping manager, and he has been working with Healthy Living for over ten years! He has worked in shipping for about eight years, and before that he drove our DME truck. Steve gave me some ‘vital stats’ of our shipping process.

7 Key Facts About Healthy Living Shipping

  1. We ship with UPS & USPS.
  2. Shipments for new patients take 1 to 2 days to arrive.
  3. Refills are scheduled through the Customer Care Team and arrive to customers in 3-4 days.
  4. Insulin is cold-packed and arrives the next day.
  5. Customers can have pharmacy and supply orders shipped together.
  6. To obtain tracking info, customers can call us or give us their email and we’ll send it to them. We also send out text messages with tracking information to our customers.
  7. Reminder: Be sure to give the Customer Care Team (phone: 866.779.8512 or text: 248.577.9903) your change of address to avoid causing delays to your shipments.

Meet Our Shipping Team

The Healthy Living Shipping Team is made up of five team members, and all of them have been working with Healthy Living for at least three and a half years. They are a great team!!

ANDREW

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TAMMI

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RYAN

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STEVE

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LEO

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Leo had some great insight into our work environment: “It’s important to be able to work in a stress-free environment. It’s not really about the job you have that determines happiness, but the people around you. We get along, and people help one another out and appreciate each other. That common denominator, along with empathy, make this a great place to work.”

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Net Promoter Score Survey in Process with Feedback Starting Strong

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Visit myhlms.com to complete our Net Promoter Score survey.

Visit myhlms.com to complete our Net Promoter Score survey.

Healthy Living periodically surveys our customers to monitor our Net Promoter Score (NPS), a measure of customer satisfaction and loyalty. We have an active survey in process again this year on the home page of our website, and we are also collecting responses via phone, text message, and web chat. This is the third time in a few years that we have sought this kind of quantitative feedback.

The survey is based on a scale of 0-10 (with 10 being best) and asks one question: How likely are you to recommend Healthy Living to a friend or co-worker? There is an opportunity to give written comment as well. Based on the current round of responses, we currently have a Net Promoter Score of 66. Over the last 30 days, we have had 69 customers submit responses to the survey on our website and on the phone. Fifty-four of these customers gave us a 9 or a 10.

As we have shared on our blog in the past, it is our promise to our customers, health plan partners, and provider partners that when you contact Healthy Living, the customer care agent will be friendly and warm, knowledgeable about the products and disease, and will solve any issues you might be experiencing.

You can visit our website at myhlms.com to complete the brief, one-question survey. Or, you can submit your response directly to an agent the next time you call, chat on our website, or text. We look forward to hearing from you – thank you for helping us continually improve.

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New Saturday Hours Starting This Weekend!

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As a company focused on making things as easy as possible for our customers, we want to be responsive to their needs and continually improve our service. Our new Saturday hours begin on August 26. We will be open from 9 am – 2 pm EST. We are looking forward to serving you during this time!

Saturday hours are starting on a trial basis, and during this time, staffing will be limited. Please be patient if you call us and don't reach an agent as quickly as you normally would. Texting us or web chatting are great options as well for the weekend! Here is our contact information with all of the great ways to reach us:

CONTACT US

Text: 248.577.9903

Chat: myhlms.com

Phone: 866.779.8512

Fax: 866.779.8511

At Healthy Living, we realize that diabetes is a complex disease, and that is one of the big reasons we have expanded our hours to be available on the weekend. Whether it’s enrolling, placing a new order, checking on a prescription or order status, or another question or concern, we are prepared to help. Since many doctors’ offices and insurance plans are only open on weekdays, we may not be able to contact them on your behalf during Saturday hours. Please know that we will do our best to help in any way possible within our means.

We’re looking forward to working with you soon!

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Web Chat Is Like Siri for Your Supplies

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Check out the web chat box in the bottom right corner!

Check out the web chat box in the bottom right corner!

Meet Healthy Living web chat, your human-powered Siri. Ask us any question you might have!

  • What’s the tracking info on my order?
  • When is my next order scheduled?
  • When does my prescription expire?
  • What’s Healthy Living’s favorite lunch spot in the D?

When you chat with us, you will get one of our website chat channel monitors – Adam, Tyler, or David – they’re friendly guys. :) This is just another convenient way you can interact with your Healthy Living team so we can give you the help and service you need.

You can access website chat by visiting myhlms.com, either through your computer or via your mobile device. It will show right up on the bottom of the screen. We’re available from 8:30 a.m. – 6 p.m. EST. You can also use chat to leave us a message after hours - an agent will get in touch with you early the next day after your message is left.

Chat with you soon!