Dell Services has been recognized for its innovative use of social media with an award from UK-based Sourcing Advisory firm Aecus. Working with Health Care Service Corporation (HCSC), the Dell Digital Business Services team proposed an innovative strategy to enhance HCSC’s customer outreach, engagement and membership education as well as provide better analytics and reporting methods.
HCSC selected Dell for its healthcare expertise and as a leader in employing social media strategies to help companies become social businesses. The results were impressive. By improving HCSC’s social media tools and consulting with the health insurer on tactics, HCSC went from being able to field 100 customer service issues a month to 2,000, retail leads increased by approximately 380 percent over the prior year, video views were boosted by 963 percent, and website traffic increased by 21 percent in a year.
“Our social media team learned something valuable from the Dell Social Media Services engagement every day and gained tremendous confidence in our capabilities,” said Lynde O’Brien, HCSC’s senior director of Digital Communications. “It was exactly what we needed to push forward our evolution from communicating via social channels to becoming a social business.”
“Dell continues to invest in market-leading innovation, and combine digital strategies and industry expertise, to bring solutions that enable customers to move their businesses forward,” said Sid Nair, vice president and global general manager, Dell Services Healthcare and Life Sciences. “We are honored by the award and gratified that we were able to assist HCSC in achieving its goal of becoming a social business.”
With Dell’s guidance, HCSC, the largest customer-owned health insurance firm in the U.S. with 14 million members, improved its content and enhanced the responsiveness of its social media channels, freeing employees to support other activities.
“It was great working with HCSC to help them design a ‘business-first approach’ to social media transformation,” said Raman Sapra, executive director and global head, Dell Digital Business Services.
As one of the leading providers of end-to-end IT solutions for healthcare worldwide, Dell Healthcare and Life Sciences helps healthcare organizations simplify administration; coordinate and manage patient care; transition from episodic care to prevention and wellness management; and ultimately deliver more personalized medicine. For the sixth consecutive year, Gartner ranked Dell as No. 1 in Global IT Services for Healthcare Providers based on 2014 revenue.
Aecus (aecus.com) is an award-winning European consulting firm that helps clients get great results from outsourcing, offshoring and shared services. Aecus annually conducts its Innovation Awards program to recognize the best of innovation in outsourcing and to highlight how providers and clients are working together in new ways to create value.
Dell, Inc. (dell.com) listens to customers and delivers innovative technology and services that give them the power to do more.