Contents: Benefit Support Services, TennCare

Benefit Support Services

From our CEO to every one of our support specialist, Faneuil believes that how a customer wants to communicate with a company and how that company responds to its customer needs can make all the difference in maximizing the potential of the relationship. We are here to facilitate the best possible scenarios in customer care management.

Faneuil makes it a priority to understand your business needs, and has dedicated teams in place who fulfill on your promise with every encounter.

TennCare
In the Spring/Summer of 2005, the State of Tennessee Bureau of TennCare began the process of notifying their customers of changes and/or discontinuance of medical service coverage. When citizens began responding to the notice, the volume and complexity of customer calls presented a challange for TennCare's internal call centers to properly service their customers.

TennCare's senior management knew of The Faneuil's expertise and successful track record in the area, and turned to Faneuil for a solution.

Armed with the information that the largest mail drop to TennCare customers was still to come in a week's time, Faneuil immediately set to work preparing for the challange, which included recruiting, developing and deploying a large group of agents.

Faneuil, working closely with TennCare representatives, established a core working team of corporate and divisional staff in three call centers, which was required to handle the anticipated volume of calls.

The State of Tennessee Bureau of TennCare met its goals through its partnership with Faneuil.